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.
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.
- 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.
Notification by mail that a ticket is going to escalate.¶
Notification by mail that a ticket has escalated.¶
X
- 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.
- 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.
A fresh ticket without any response by agents.¶
A ticket after the agents initial response and a customer response.¶
X
Learn more