The Service Level Agreements add-on for Awesome Support allow you to set a due date on your tickets based on the attributes of the ticket. It will then send email alerts as the due-date for the ticket gets closer.
A service level agreement profile (or policy) is the basic building block that you’ll need. Once set up, you can apply it to PRIORITIES, CHANNELS, USERS and more.
When a ticket is received, Awesome Support will search for an applicable SLA in the following order:
Once an SLA is found, it is applied to the ticket and the due date calculated and applied to the ticket as well.
Certain updates to a ticket will cause the SLA profile attached to the ticket to be changed and a new due date calculated. Here are some changes that might trigger this:
In this help document we use the terms SLA POLICY, SLA PROFILE and SLA ID interchangeably – they all refer to the same thing which are the SLA records you set up in SERVICE LEVEL AGREEMENTS->ADD NEW