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You can find this section in HostBill Admin =E2=86=92 Suppo= rt =E2=86=92 Ticket Departments =E2=86=92 SLA / Escalations<= /strong>
SLA (Service Level Agreement) = is an agreement you can offer to meet certain standards in your support qua= lity. Using SLA you can create various policies to act on tickets. It can b= e used for example to escalate unresponded ticket to a higher priority, ove= rdue unclosed ticket or ask to close tickets that are in unanswered state.<= /span>
To create a new policy click o= n =E2=80=9CAdd new policy=E2=80=9D button and enter:
Policy name&n= bsp;- for admin/logging purposes (for example: ask to close, too many clien= t responses etc)
Level - = where higher lever is more severe. If a ticket breaches certain level only = SLA policy above this level applies.
Trigger = - event type breaching this policy. Available options are:
Time since open
Time since last client reply= span>
Time since last admin reply
Number of client replies
Number of staff replies=
Trigger value= - policy breaches when triggering value is higher or equal.
Tags= p>
De-escalate - if this option is checked, escalation will be removed after staff mem= ber replies
Macro - = here you can choose the macro that should be executed o= n ticket when it breaches this SLA policy
Statuses = ;- only tickets with selected statuses will be checked
When adding a SLA policy it wi= ll apply only to the tickets submitted after the policy was created.=
If the ticket breaches the SLA= policy, the breach can be deleted in the ticket view -> More Actions -&= gt; SLA: De-Escalate. If the ticket keeps breaching the SLA policy (for exa= mple when it=E2=80=99s opened for too long), it will be again marked as bre= ach. If the ticket violates multiple SLA policies, only the policy with a h= igher Level will be checked.
With these options you can all= ow your clients to report to the manager:
Single reply - If the customer chooses to report the reply, the ticket gets e= scalated, it becomes marked as red in admin area and it will trigger the ma= cro defined in SLA section as above.
Entire threads - If the customer chooses to report the ticket, the ticket gets esca= lated, it becomes marked as red in admin area and it will trigger the macro= defined in SLA section as above.
This option lets you define bu= siness hours for given department, which later can be used in SLA policies.=