SupportCandy SLA

SupportCandy SLA Addon empowers you to define, monitor, and enforce Service Level Agreements (SLAs) within your helpdesk system. By setting response and resolution time goals for support tickets, you can ensure your team consistently meets customer expectations.

Key Features:

• Custom SLA Rules – Define response and resolution time targets for different ticket types.
• Flexible Conditions – Apply SLAs based on priority, department, or customer type.
• Real-Time SLA Monitoring – Track ongoing tickets and view SLA countdown timers.
• Automatic Escalations – Notify agents or managers when SLA deadlines are near or breached.
• Performance Reports – Generate SLA compliance and breach reports for analysis.
• Improved Accountability – Measure agent performance based on SLA adherence.
• Easy Setup – Simple interface to create and manage SLA rules without coding.