Step 1: Understand the SLA Goals
Our SLA goals are divided into three main milestones.
The first milestone is the Time to First Response. Our current SLA goal for this is two hours. This means that you should respond to your ticket with a human response within two hours to meet this goal.
The second milestone is the Time to Next Reply. This refers to the time from receiving a secondary follow-up from a customer to your reply being sent. In other words, if a customer replies to you after your first reply, you then have 24 hours to follow up with your secondary or tertiary reply.
The third milestone is Time to Close. This is currently set at 120 hours. Our goal here is to close and resolve a ticket within 120 hours of submission.
Additionally, we have a guide that will alert us 60 minutes before any of the previous three milestone goals are due. Please note that these SLA timers only count for our Monday through Friday, 8am to 5:30pm time slots.
Step 2: Monitor Your Tickets' SLA Goals
To check if your tickets are meeting their SLA goals, navigate to the help desk. Here, look at the Assigned to Me bucket.
Scroll your list to the right to find two columns: Time for First Response SLA Status and Time to Close SLA Ticket Status. These columns will show you the statuses of your tickets. You'll be able to see if they are actively running, have been completed on time, or have been completed late.
For more detailed information, click on the name of a ticket.
This will redirect you to a screen where you can see your SLA status in the upper right-hand side.
This status will tell you when you need to reply to meet your SLA goal. Hovering over this status will also show you when your first response and time to close SLA goals are, both in terms of date and time.
By following these steps, you'll be able to effectively monitor and meet your SLA goals.
