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SLA Response Times on the Helpdesk / Tickets

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rhbkweb shared this idea 11 years ago
Admin Area
4 Comments

26 Votes

Hello,

WHMCS Helpdesk should support the feature of allow us to define SLA Response Times per ticket, client, group, product or service.

Only this way we can provide our clients with specific support plans based on pre-defined SLA respsonse times. For example we have clients that have a contract of a SLA repsonse time of 1 hour and other clients with SLA response times of 6 hours.

In terms of the way it should work in detail it should be similar to what Kayako helpdesk does, allowing us to define cusotm SLA response times.

This is a must for every company that needs to meet SLA response times and its the only thing that for us is missing on WHMCS helpdesk.

Hope WHMCS can consider implement this feature in a near future or we will be force to leave WHMCS and go to another product that allows this.

Thanks and Regards

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WHMCS commented 30th October 15

Escalation rules can solve many of the problems you mention in your request - by configuring multiple support departments and escalation rules, you can determine the behavior of a ticket after it reaches a certain age (ie 4 hours, 6 hours, etc). Some of this behavior includes notifying admins, sending the ticket to another department, and auto updating to a different status. You can find the documentation here:

http://docs.whmcs.com/Support_Ticket_Escalations

We'll keep an eye on this request to see how it evolves in time.

How can we improve WHMCS?

SLA Response Times on the Helpdesk / Tickets

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