Signup to access
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

SLA Configuration for Ticketing System ticketing system is now enabled with SLA calculation and reporting capabilities. With this new feature, each queue can now have a Calander and SLA Goals mapped to it.

Access level needed - Tenant Admin

Configuring Calendars - A calendar is used for defining the availability of a queue. To create a calendar Tenant Admin needs to select the business hours and holidays.

Tenant admin can go to - Admin App > Global Settings > Calendar to add or update a calendar. 

To configure a calendar select the Business hours and Holidays.



Business Hours Configuration - Tenant admin can add business hours from Admin App > Global Settings > Business Hours.

This screen is used for configuring the working hours, working days and week offs.


Holidays Configuration - Tenant admin can add Holiday list by going to Admin App > Global Settings > Holidays 

Click Create button and name your holiday list.


  • Click on the 'Plus +' action button to add a new holiday.
  • Type the name of the Holiday and select the date.
  • Click save once you add a holiday.
  • Click 'Create' once you are done adding all your holidays. 

Access level needed - Ticket Admin

Configuring SLA Goals - Ticket Admin can create Different SLA goals for different queues. To add SLA goals, go to Ticket Management > Settings > SLA Goals

Currently, Ticket Admin can configure the Ticket Resolution SLA goals for High, Medium, and Low priority tickets.



Mapping SLA Goals and Calander to a Queue - Once the calendar and SLA goals are configured Ticket Admin can use them while creating a queue.


SLA Reporting - The current 'Ticket Detail Report' is enhanced to give you the SLA Met and Not Met insights. 

This report now shows two new columns - Resolution Time (in Minutes) and SLA.

To download this report, navigate to Ticket Management > Reports.


Note - In case a ticket is still open the Resolution Time shows as 'N/A' and SLA is calculated by considering Resolution time as Current Time.  

if you do not set up SLA Goals or Calendar, it will use the default values.

Download Document
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.