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How to Configure SLA Policies?


Creating a New SLA

In BoldDesk, you can create multiple SLAs and map them to different tickets to define the expectations for each SLA metric target.

Follow the given steps to create an SLA:

  1. In the Admin center, choose the SLA module in the Automation section.

  2. Click the Add SLA and follow the below sections to set up the SLA.

Set conditions

  1. Enter the Name and Description
  2. Select Operational hours
  3. Choose the fields from the list to frame a condition for determining the tickets to which the SLA will be applied in AND and OR conditions.
  4. Click Add new condition to include a new condition. The following are some of the sample fields to add the conditions:
  • Brand
  • Contact Group
  • Contact
  • Category
  • Type
  • Assigned Group
  • Etc.

SLA Condition.png

Note : Operational hours can be set either for calendar or business hours.

Set metric targets

In the BoldDesk, the following three predefined SLA metric targets can be measured,

  • First response (Time to first response) – Target time for first agent response to a customer.
  • Response (Time to next response) – Target time for subsequent agent update to the customer after the first response.
  • Resolution (Time to resolution) – Target time for the ticket to be resolved or closed.

SLA Metric Target.png

You can set different SLA targets based on the priority. These are the available priorities

  1. Critical
  2. High
  3. Normal
  4. Low

Note : You can choose a minimum of 30 minutes. Resolution time should be greater than response time.

You can enable and disable the reminder and escalation, and you can choose whether SLA is run based on the calendar hours or business hours.

Add reminder

The remainder notifies the assigned agent or groups about their tickets before they reach the due date. The reminder duration can be chosen between hours and minutes.

The reminder will be sent for the following SLA metric targets,

  • First response
  • Next response
  • Resolution

SLA Reminder.png

You can choose the group and agent to whom you want to send the reminder.

Add escalation

The escalation sends the notification to the corresponding agents or group when the due date for the ticket is over.

You have an option to set escalation for the following three metrics.

  • First Response Escalation
  • Next Response Escalation
  • Resolution Escalation
    – Level 1 Escalation
    – Level 2 Escalation
    – Level 3 Escalation

SLA Escalation.png

You can choose the group and agent to whom you want to send the escalation. For resolution, there are three levels. At each level, you can choose different groups and agents.

After completing the above steps, click Add SLA. The new SLA will be created and listed.

SLA Listing.png

Note :

  • You can change the order of the SLA. If you have multiple SLAs, the first matching SLA will apply to the ticket when the condition is matched.
  • The default SLA will be applied to a ticket when none of the SLA’s conditions are matched.The default SLA can be deactivated.

Refer the below video to know more about setting up SLA,

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