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:
If you need help or want to ask questions, please contact us through SaaSJet Support or via email support@saasjet.atlassian.net
Haven't used this add-on yet, then try it now!