SupportCandy SLA

This is EXACTLY the same product as distributed by the developer. Sales Page

THIS ITEM IS ACTIVATED

Core Functionalities

• SLA Policies: Create multiple policies with specific conditions (e.g., if ticket priority is “High” and category is “Technical,” set a 4-hour response time).

• Response & Resolution Targets: Define separate time limits for the first response and the final resolution of a ticket.

• Automatic Policy Matching: When a ticket is created or updated (status change, reply, etc.), the plugin automatically checks and applies the first matching SLA policy.

• Business Hours & Holidays: Supports custom business schedules so that the “SLA clock” only runs during your team’s active working hours.

Agent Experience & Workflow

• Real-time Countdown: Displays a countdown timer directly on the ticket list or within the ticket view so agents know exactly how much time is left.

• Visual Indicators: Uses color-coded labels (e.g., Green for within SLA, Red for breached) to help agents prioritize urgent tasks.

• Automated Breach Actions: Set up triggers that occur when an SLA is breached, such as:

  • Changing ticket priority.

  • Reassigning the ticket to a supervisor.

  • Sending email notifications to specific administrators.

• Timer Control: The SLA timer can be configured to “pause” when the ticket status is set to “Awaiting Customer Response.”

 Technical Specifications

 Use Case Example

If you run a premium support tier, you can set a policy where “Gold Members” must receive a response within 2 hours. If no agent replies within that window, SupportCandy can automatically escalate the ticket to a “Urgent” status and notify the support manager.