Using SLA
The SLA (Service Level Agreement) feature in BizRnR helps you define, track, and manage the response and resolution times for your customer service tickets. This ensures your team meets customer expectations and complies with internal or client-specific standards.
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What the SLA Feature Does
- Defines Response & Resolution Targets: Set specific timeframes for ticket responses and resolutions.
- Tracks Performance: Monitors ticket progress against defined SLAs in real time.
- Alerts & Escalations: Notifies your team when tickets approach or exceed SLA limits.
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How to Get Started
- Access the SLA Section:
Go to the BizRnR dashboard and navigate to the "SLA" area under settings or ticket management.
- Create an SLA Policy:
Click "New SLA" and specify criteria such as ticket type, priority, and target times for responses and resolutions.
- Assign SLAs to Tickets:
Set rules for which tickets the SLA applies to (e.g., by customer group or ticket priority).
- Monitor SLA Status:
View SLA status and performance from the ticket list or the SLA reporting dashboard.
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Common Questions
How do I know if a ticket is about to breach its SLA?
BizRnR highlights tickets nearing their SLA deadlines and can send notifications to assigned agents or teams.
Can I have different SLAs for different customers or ticket types?
Yes, you can create multiple SLA policies and assign them based on conditions like customer, ticket type, or priority.
What happens if an SLA is breached?
Breaches are flagged in the dashboard, and you can set up escalation rules to notify managers or take further action automatically.
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For more details, visit the [BizRnR Documentation Center] or contact support from within your dashboard.