In Skara, you have the flexibility to establish multiple Service Level Agreement (SLA) policies tailored to your business needs. These policies can be applied and enforced on tickets, taking into account various criteria such as customer segments, company classifications, or specific ticket attributes.Topics covered:
Navigate to the Profile Icon on the top right corner
Click on Set Up
Head over to the Modules category
Click on Tickets
Head to the SLA Policies section
Click on Create First Policy to create a new policy
Here, you would need to enter the following details,
Name - Enter an appropriate name for the policy
Description - Enter the brief description explaining the Policy you are creating.
Configure SLA Trigger conditions - Mention the Condition to determine when the Policy should be applied.
Configure SLA Target - Set SLA policies for the time within which users should respond to, and resolve tickets based on ticket priorities. Learn
More *
Priority* * First response time * Every response time * Resolution
time * Operational Hours * Escalation
**Notify Users of approaching SLA deadlines - ** Set Up reminders to notify Users when the SLA is approaching the deadlines. You can choose single or multiple active Users/Teams to be notified * When - Choose the Metric for when the User should be notified * Approaches in - Select the Time for the User to be notified * Send Reminder to - Select the User/Team that should receive a Notification while the deadline is approaching
Send escalation when SLA is breached - Set Up escalation to send an alert to the Users when the SLA is violated. You can choose single or multiple active Users/Teams to be notified. * When - Choose the Metric for when the User should be notified * Is not met, escalation - Select the time to send an alert * To - Select the User/Team that should receive an alert when SLA is breached
Navigate to the Profile Icon on the top right corner
Click on Set Up
Head over to the Modules category
Click on Tickets
Find the required SLA from the already defined SLAs. * Click on the three dots (active menu) and choose the Clone option. * Make the necessary changes if required and hit on Save
