SupportCandy SLA

An SLA sets the timeframe in which your team commits to answer and resolve a customer ticket. Without a clear rule, requests can sit unanswered for too long. SupportCandy SLA brings those rules into your existing SupportCandy helpdesk, so agents see what is due and when, right on the ticket.

Administrators can create several SLA policies, for example requiring urgent tickets to get a first response within four hours. The plugin applies the fitting policy based on ticket details and activity, and keeps checking active policies as tickets change. It extends SupportCandy and keeps your current ticketing workflow in place, which suits teams that already run support from WordPress.

Features

• Customizable SLA policies: Create multiple SLA rules based on ticket priority, type or other conditions, so support timelines match the way your business handles different kinds of requests.
• Automatic SLA calculation: The add-on calculates SLA times and displays them on tickets, which helps agents decide which requests to handle first without working out deadlines by hand.
• Real-time deadline tracking: SLA deadlines are monitored as tickets evolve, with all active SLA policies checked continuously so responses and resolutions stay on schedule.
• Out of SLA email alerts: Set up email notifications for Out of SLA events so support staff and supervisors know right away when a deadline has been missed.
• Policy applied by ticket details: The system picks the most appropriate SLA based on ticket details and activity, so urgent issues and routine inquiries each follow the right timeline.
• Works inside SupportCandy: SupportCandy SLA runs as an extension of the SupportCandy plugin, preserving your existing ticketing workflow while adding SLA management to it.
• Flexible support scenarios: Tailor SLA handling to different situations, from high priority technical issues to everyday questions, so each ticket type gets a fitting commitment.

Best for

• Teams already running SupportCandy as their helpdesk
• Support managers who need to hold agents to deadlines
• Businesses with different ticket priorities and response targets