SLAs

Service Level Agreements, abbreviated SLAs, help you to meet specific response times for your customers’ requests. This way you can define goals such as answering every inquiry within eight hours. If you are at risk of missing this target, Zammad will alert you.

Screenshot showing SLA management with configured SLA levels

Agents will be notified via several, optional ways. You can provide overviews for escalated or soon to escalate tickets to help you agents. Also, agents can check the current applying SLA timings of tickets at any time.

Online notifications

Zammad will warn agents roughly 15 minute before escalation and when the ticket finally escalates. This depends on the notification configuration of your agent.

Screenshot showing two notifications: One upcoming escalation and one escalated ticket
Email notifications

Zammad will warn agents roughly 15 minute before escalation and when the ticket finally escalates. This depends on the notification configuration of your agent.

Email notification for a ticket that's going to escalate.

Notification by mail that a ticket is going to escalate.

Email notification for a ticket that escalated.

Notification by mail that a ticket has escalated.

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Overviews

You can configure Overviews to allow your agents to filter for escalated tickets or those that are about to escalate. By default Zammad comes with an overview that will show all tickets that are either escalated or escalating within the next 10 minutes: Escalated Tickets.

Tip

If you have all/most of your tickets covered by SLAs you may consider changing the default sorting of existing overviews by escalation time, instead of creation time.

Screenshot showing overview with escalated tickets
SLA timings of a ticket

Ticket zooms provide a timestamp of the next escalation of a ticket. Agents can hover that timestamp and learn about all upcoming escalation stages.

Screenshot showing the calculated escalation stages

A fresh ticket without any response by agents.

Screenshot showing the calculated escalation stages after agents first response

A ticket after the agents initial response and a customer response.

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