Welcome to our Customer Service Portal

Ticketing System

How do I set the SLA tracking?

SLA (Service Level Agreement) Tracking allows you to get a clear picture of your support performance and activity.  Tickets that are waiting for longer than the set SLA will be marked as 'Overdue' in your inbox.

To configure the SLA Tracking:

  1. Go to Analytics →SLA →SLA Settings.

  1. You can configure these aspects regarding SLA Tracking:
  • Ticket resolution SLA - SLA for closing tickets
     
  • Ticket Response SLA – SLA for replying to incoming tickets.
     
  • Track SLA in Business Days & Hours – Determine the working days and hours on which the SLA will be tracked. You can chose between calculating the service availability by your service center working hours (specific days and hours or 24/7). You can also define specific days (as holidays) to be excluded from the calculation. 

  • Time spent in 'Closed' state - Define how to consider the time a ticket was spent in a 'closed' state, while the ticket is reopened. By default in Nanorep, when a ticket was closed, and then was reopened the calculated time for how long the ticket was opened will include the time the ticket was in 'closed' state. You can uncheck the Box "SLA ignores time spent in "closed' state, and then the SLA will count the time the ticket was in 'Open' state only.