Ticket Processing Timeliness SLA Guide

——Set ticket processing timeliness standards, automate timing and reminders, and improve ticket processing efficiency and customer experience

Role of Ticket Processing Timeliness SLA

With ticket processing timeliness, you can set independent processing timeliness targets and reminder objects for different tickets and calculate the processing time for the tickets. When the target time is reached, a reminder can be sent to the reminder object. The ticket processing timeliness can also be used for report statistics to help enterprises improve processing efficiency and customer experience.

Preparation

● According to the requirements of the enterprise for ticket processing, you can draw up the targets for 1st response and FCR time of tickets with different priorities in the processing process.

● When ticket agent account, ticket skill group and agent work time are created, the ticket processing timeliness can remind the agent processing the ticket or other designated agents. Please add an agent account in advance to facilitate the setting of the reminder target.

Related article: Agent and Group Guide

● Create custom fields, ticket categories, ticket templates, submission templates or other ticket related attribute contents to help you understand the filter conditions of ticket processing timeliness.

● Create and process several tickets as test objects of processing timeliness.

SLA Management

Admin can add multiple ticket processing timeliness schemes for the enterprise. When a ticket is created, the scheme will judge according to the set conditions, record the SLA that meets the conditions, and give a countdown reminder according to the targets. You can add multiple sets of rules to meet the efficiency requirements of different business scenarios and users.

Figure 1: Ticket Details SLA Reminder

Create and Edit

SLA Click【+Create】, fill in the title and description, add one or more filter conditions, select or add timing rules, and set SLA targets and reminder methods on the Ticket Center ＞ Setting ＞ Ticket Processing Timeliness SLA page to complete the setting of a trigger.

● Trigger Conditions

When you add multiple filter conditions, the ticket must meet each of the【All Conditions】you add and at least one of the【Any Conditions】you add when it is created before it can be timed by SLA.

Figure 2: SLA Condition Setting

● Timing Rule Setting

1. When the ticket meets the trigger conditions, countdown will be performed according to the timing rules set by the SLA. You can set the timing rules as per the real work time of the agent or manage the timing based on the natural time. 2. Importing agent work time refers to directly reusing the work time of the ticket agent set by the enterprise or the work time of the ticket skill group in the SLA timing rules. 3. Customization means that you can set the work time separately for the timing rule to time the rule. 4. 7X24 hrs refer to timing as per the natural time of 24 hrs a day and 7 days a week. If you choose this timing method, the agent will still be timed by the system at the off-duty time, thus resulting in the ticket timeout. Please choose this method carefully according to the actual business needs.

Figure 3: SLA Timing Rules

● SLA Target Setting

In SLA target setting, you can set different target time for 1st response and FCR for tickets with different priorities, and remind the creation agent, receiving agent and custom designated agent before or after the target time is reached.

Figure 4: SLA Target Setting

● Reminder Object Method

In SLA target setting, you can choose to remind the creation agent, receiving agent and custom designated agent. You can select multiple custom agents by checking/unchecking the agent in the list on the left side of the pop-up window and then saving.

Figure 5: SLA Reminder Object

Enable/Disable SLA

You can switch the Enable/Disable status of each SLA scheme by clicking【Status】on the Ticket Center ＞ Setting ＞ Ticket Processing Timeliness SLA page. After SLA is disabled, new tickets will not be timed or reminded by it.