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Showing articles from SLA tag

Deleting a Category from your helpdesk 🗑️

Here's everything you need to know about deleting a category from your helpdesk. **How to delete a Category?** * Log in to your agent portal. * Make sure your role has the [permission][1] " Manage Categories" enabled 🔐. * Go to Manage >> Categories from the module switcher. * Under "Current Categories", you …

How do SLAs work in HappyFox?

**INTRODUCTION** This article details out SLA behavior in HappyFox, including SLA objectives, conditions, exclusion statuses, breach time and work-schedule with examples. If you are trying to set up an SLA, please refer to the article related to set up before reading this article. [https://support.happyfox.com/kb/ar…

Identify SLA Breaches

Service Level Agreements breaches in your help desk system must be identified and solved quickly to ensure consistent performance of your help desk team. Learn how to create and manage SLAs [here][1]. > Available in All Pricing Plans **SLA breach information in Ticket List Page:** Lookout for "Red Alert/Exclamation…

Tickets about to breach an SLA

Agents can use the HappyFox [Overview Dashboard][1] to identify tickets that are about to breach an SLA. Go to your **Dashboard >> Overview **and scroll to the last section **Tickets** **About to breach **_XX_** SLA within **_YY_** Minutes.** Here you can set the parameters based on your SLA configuration to see tic…

Measure SLA performance

Analyze and benchmark your performance with respect to the [Service Level Agreements (SLA) ][1]that you have created for your helpdesk customers through the "SLA Performance Report". > This Article pertains to "HappyFox Classic Reports".  Available on all pricing plans. **Where to locate "SLA Performance Repo…

Create and Manage Work Schedules

Work Schedules help you clearly define the work timings of your support team. You can have more than one Work Schedules configured, based on your team set up. You can then chose to include them in any SLAs or Smart Rules to exclude the nonworking hours when calculating time-based conditions. > Available on all Pricin…

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