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Showing articles from SLA tag

How to configure Service Level Agreements (SLA) in Service Desk?

SLAs - Service Level Agreements,  serve as guidelines for support teams to ensure that they meet specific targets and provide satisfactory customer support. Service Level Agreements (SLAs) are essential and crucial in support services to ensure SLA goals are met by the support teams. SLAs typically include metrics, g…

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 " Manage Categories" enabled 🔐. * Go to Manage >> Categories from the module switcher. * Under "Current Categories", you will find …

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 . Available in All Pricing Plans SLA breach information in Ticket List Page: Lookout for "Red Alert/Exclamation" SLA in…

Measure SLA performance

Analyze and benchmark your performance with respect to the Service Level Agreements (SLA) 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 Reports"? 1. Log…

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. SLA-NUTS AND BOLTS An SLA consists …

Tickets about to breach an SLA

Agents can use the HappyFox Overview Dashboard 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 tickets that are abo…

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 Pricing…

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