SLA Settings

The SLA Settings can configure the SLA labels on your ticket notification. The following are 3 components that contain in this configuration:

SLA Settings

Type

You can select one of three SLA types to define the length of time an issue or ticket must be responded to or completed before the SLA is over. In the Static type, you can specify the SLA duration for all tickets. That means high or low severity tickets have the same SLA duration. Severity Based type, you can determine the duration of the SLAs based on the critical, high, medium, or low severity. While for Agent Reply type, you can select the duration SLA depending on when the agent replies to customer messages.

SLA Metric

The SLA calculation works according to the matric if the SLA matric is defined. For Static and Severity Based SLA types, you can select one of three types of SLA Metrics to determine the time the ticket must be responded to or completed before the SLA is over. The following are three types of SLA metrics for Static and Severity Based:

Name	Description
Assigned to Responded	Indicates that the SLAs ticket will be calculated from the ticket assigned to the agent until the agent responds to the ticket.
Created to Responded	Indicates that the SLAs ticket will be calculated from the created date of the ticket until the agent responds to the ticket.
Resolution Time	it’s indicated that the SLAs ticket will be calculated from the created date of the ticket until the ticket was closed. The SLAs metric ‘Resolution Time’ is only used for e-mail tickets.

Whereas the SLA Metric on the Agent reply is based only on:

Name	Description
For Every Incoming Message	Indicates that the SLA ticket will be measured from the beginning of the customer's incoming message until the agent responds to the incoming message.

SLA Duration

SLA duration allows you to define the length of time within which an issue or ticket must be responded to or completed before the SLA is over. You can input the SLA duration in seconds.