Use Cases for Support Teams

For support teams, SLA Time and Report is a tool for real-time quality control, prioritization, and transparent execution of customer commitments.

Key Metrics and Tasks

Time to Response and Time to Resolution:

These are essential metrics. Use the app to configure two separate SLA goals:
– one for the first response
– one for task resolution

SLA for Different Lines of Support:

Configure different SLA timings for L1, L2, and L3 support depending on priority, complexity, or client type.

SLA Conditions Based on Comments:

Automatic SLA pause when an agent adds a comment indicating the customer should respond. Automatic resume when the customer comments.

SLA Status on the Customer Portal:

Displaying the Target Date and SLA status directly on the customer portal increases transparency and reduces repeated status queries.

Practical Tips for Support Teams

• Enable pre-breach notifications (for example, 10–15 minutes before the deadline) so agents can respond proactively.

• Add the SLA Indicator Widget to issues so the team sees remaining time without navigating to reports.

• Use Met vs Exceeded Charts to identify recurring delays or peak load periods.

• For VIP customers, configure separate SLA rules based on custom fields to maintain guaranteed response times.

Below are pages with different use cases that may be useful for you: