SLAs
A deadline on every ticket.
A warning before it's missed.
You decide how fast your team should reply and how soon a problem should be solved. Desk keeps the time, warns the right people early, and tells a manager if it slips.
How you set it up
Write the rule like a sentence
Each SLA says which tickets it covers and how fast each priority should be handled. Pick a priority to see how its times change.
When an Email WhatsAppor Call ticket for Support comes in as High, reply first within 30 min, reply again within 1 hour each time the customer writes, and solve it within 8 hours, counting only Business hours. If a deadline is missed, tell a manager.
Reminders and escalations
Warn before. Escalate after.
A reminder counts down to the deadline, so someone still has time to act. If it is missed anyway, an escalation counts up from that moment and tells the people you chose.
A reminder for the first reply, another for the next reply, another for the resolution. The same for escalations.
The agent who owns the ticket, and any other people you pick, like a team lead or a manager.
Warn 15 minutes before. Escalate 2 minutes after. Or whatever suits your team.
Working hours
The clock stops when you're closed
Deadlines only count the hours you are open. A message sent at midnight is not late by breakfast, and holidays pause the clock too.
Different rules
Different tickets, different rules
A WhatsApp question can have a faster promise than a billing email. Each SLA picks its tickets by channel and department, for each organisation.
High: first reply in 10 min, solved in 4 h
High: first reply in 1 h, solved in 1 day
Switched off. Only active rules apply to new tickets.
Illustrative rules and targets
FAQ
Straight answers
A promise about time. For example: reply within 30 minutes and solve it within 8 hours. Desk puts that promise on every ticket and keeps track of it for you.
TelVox Desk