Welcome To Our Customer Service Portal

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


What are the SLA 'Closed' time modes?