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SLA Response Times on the Helpdesk / Tickets

rhbkweb shared this idea 6 years ago
Declined

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

Best Answer
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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.

Comments (4)

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nice +1

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I would like to see possible three levels of SLA management.

A default policy for a dept.

All tickets in email support should have a reply within 4 hours or less.

A default policy for a group.

All tickets for clients in the group (better email support) should have a reply within 2 hours or less)

A policy for a client.

All tickets for this client need a reply within 1 hour.

Above are examples. But allow us to better define workflow based on topic, group, or client.

Client rules overrule group and dept.

Group overrule dept.

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1

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.

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Hi Cole,

Thanks for your comment.

There are several things to improve in the Escalation rules system so it could be used for SLA management:

1. Escalate a ticket based on the date\time the ticket was opened (for SLA etc) - most of the SLA are based on the open date of the ticket - regardless of the current status.

2. Add a private staff notes as part as an support ticket escalations rule

Very basic thing... not just to send the customer a mail - but to have the ability to add inside notes to admins as part of the escalation process.

3. Add the Custom Client Field and the support tickets Custom Fields to the support ticket escalations rules system

This will allow more tailor made solution that will help us better control the escalation process according to our SLA and special type of customers.

4. apply escalation rules on already open tickets.

This is really a bug...

Sometime you want to create a new escalation rule or a new SLA - but it will not work on a preexisting tickets that match the escalation trigger...

5. allow escalation rules to set support ticket flag to 'none'

6. Merge field in escalation ticket replies

Again - something basic... sending a general mail without the customer name and info seems like a bad service to me.

and I guess some more features requested by the community.

Thanks!

Ram