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SLA and CSAT

Service-level agreements (SLAs) make your commitments to customers measurable, and CSAT surveys tell you how satisfied they are. Both are configured per organisation.

SLA response and resolution policies

Section titled “SLA response and resolution policies”

An SLA policy sets response and resolution targets and the calendar they are measured against.

  1. Open Settings → SLA policies (admin only).
  2. Create a policy with:
    • A name
    • Response and resolution targets, defined per priority and category (both a response and a resolution target for each combination)
    • Business hours and a holiday calendar
  3. Save. The calendar respects your organisation’s timezone.

When a ticket is raised, its response and resolution targets are derived from the policy bound to its category. You can override the target on an individual ticket, and the override is recorded in the audit log.

Pause the SLA clock

Section titled “Pause the SLA clock”

When a ticket is waiting on the customer, it would be unfair to count that time against your SLA.

  1. Move a ticket to waiting on customer: the SLA clock pauses.
  2. Move it back out (for example to in progress), the clock resumes.
  3. The paused time is excluded from the elapsed SLA time. For example, two days spent waiting on the customer are not counted.
  4. The pause is counted accurately even across several waiting cycles.

The ticket detail shows the pause history, with the duration of each paused segment, so you can see exactly how much time was on hold. Some SLAs can be configured not to pause. Policy edits are restricted to admin, and every pause and resume is recorded in the audit log.

CSAT survey after resolution

Section titled “CSAT survey after resolution”

Collect customer satisfaction automatically when a ticket is resolved.

  1. Ensure CSAT surveys are enabled for your organisation (a Tenant Admin can enable or disable them).
  2. When a ticket is resolved, a short survey link is emailed to the customer. The link is single-use and expires after 30 days.
  3. The customer submits a 1-5 rating and an optional comment.
  4. The response is bound to the ticket and shown on its detail view, and it feeds the overall CSAT figures and per-agent metrics.

Every response is recorded in the audit log.