Implementing SLA in Jitbit Ticketing system

Your customers want to know what to expect. When will they get a response. How fast a support ticket will be resolved. A "service level agreement" (SLA) with a particular customer lets you specify these standards.

Basically, SLA is all about implementing "policies" that define how fast a support ticket should be answered/resolved. Say, depending on the ticket's priority, and/or the user filing the ticket, and/or the company the ticket came from etc. etc.. Optionally, this "policy" can notify help desk technicians or administrators when it has been violated (i.e. after a ticket hasn't been responded or closed within the required time).

Example SLA policy

Here's a simple SLA policy presented in a human-readable table

Ticket priority Respond within Resolve within Actions when violated
"Critical" 1 hour 3 hours Email the administrators
"High" 2 hours 8 hours Email the administrators
"Normal" 4 hours 24 hours Email the administrators
"Low" 7 hours 48 hours none

Implementing SLA in Jitbit via automation macros

Jitbit Helpdesk ticketing system comes with a powerful automation rules engine, an "if this than do that" module that can be set up to watch out for SLA violations. Simply set up an automation "rule" with the following:

  • When a ticket hasn't been updated for X hours
  • And the ticket has Priority "X" And comes from "Company XYZ"
  • Do this: send an email alert to administrators and the "technician" the ticket is assigned to

For every SLA "policy" you simply create a corresponding "rule", naming it accordingly for your convenience. E.g. "Non-updated for 3 hours" rule, "Not closed within 2 days" etc. Or - alternatively - naming your rules by customer "Acme Corp SLA rule", "Client XYZ SLA rule".

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