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class="wpb_raw_code wpb_content_element wpb_raw_html" ><div class="wpb_wrapper"><div style="padding-top:30px;margin-bottom:0px;"><div class="text-center small-screen-center portfolio-header"> <a class="prev-portfolio-item" data-original-title="Previous" data-toggle="tooltip" href="https://visionhelpdesk.com/help-desk-features/help-desk-automation"><i class="fa fa-lg fa-angle-left"></i></a> <a class="text-center" data-original-title="Home" data-toggle="tooltip" href="https://visionhelpdesk.com/help-desk-features"><i class="fa fa-lg fa-home"></i></a> <a class="next-portfolio-item" data-original-title="Next" data-toggle="tooltip" href="https://visionhelpdesk.com/help-desk-features/self-service-customer-portal"><i class="fa fa-lg fa-angle-right"></i></a><hr/></div></div></div></div></div></div></div></section><section class="section swatch-white-red section-short " ><div class="background-media"></div><div class="background-overlay" style=""></div><div class="container"><div class="row vertical-top"><div class="col-md-12 text-left" ><h2 class="text-center super hairline no-bordered-header">Service Level Agreement – SLA Management</h2><div class="vc_empty_space" style="height: 32px"><span class="vc_empty_space_inner"></span></div><p>Offer timely responses and resolve issues in given turn around time with SLA management feature in help desk software.</p><p>SLA – Service Level Agreement is a contract or agreement between companies and their customers. It defines response and resolution time that company will take to reply and resolve customer queries.</p><p>The help desk tickets display’s the SLA response and resolution time remaining at any given point of time which helps IT help desk staff to prioritise their work.</p><p>Help Desk SLA Management creates a win-win situation as companies can monitor their staff performance and customers get their queries resolve in timely manner.</p></div></div></div></section><section class="section swatch-white-red section-tiny " ><div class="background-media"></div><div class="background-overlay" style=""></div><div class="container"><div class="row vertical-top"><div class="col-md-12 text-center os-animation" data-os-animation="bounceInDown" data-os-animation-delay="0.1s"><img data-lazyloaded="1" src="data:image/svg+xml;base64,PHN2ZyB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHdpZHRoPSIxNjAwIiBoZWlnaHQ9Ijg5OSIgdmlld0JveD0iMCAwIDE2MDAgODk5Ij48cmVjdCB3aWR0aD0iMTAwJSIgaGVpZ2h0PSIxMDAlIiBzdHlsZT0iZmlsbDojY2ZkNGRiO2ZpbGwtb3BhY2l0eTogMC4xOyIvPjwvc3ZnPg==" width="1600" height="899" alt="Help Desk SLA Management" data-src="https://www.visionhelpdesk.com/wp-content/uploads/2018/06/vh-sla.png" class="aligncenter"/></div></div></div></section><section class="section swatch-red-white section-short " ><div class="background-media"></div><div class="background-overlay" style=""></div><div class="container"><div class="row vertical-top"><div class="col-md-12 text-center" ><h2 class="text-center super hairline no-bordered-header">Monitor Staff’s Performance – SLA Reports</h2><div class="vc_empty_space" style="height: 32px"><span class="vc_empty_space_inner"></span></div><p>Keep a check on staff’s ability to respond and resolve issues in timely manner</p></div></div></div></section><section class="section swatch-red-white section-short " ><div class="background-media"></div><div class="background-overlay" style=""></div><div class="container"><div class="row vertical-top"><div class="col-md-6 text-default" ><div class="vc_empty_space" style="height: 32px"><span class="vc_empty_space_inner"></span></div><p style="text-align: justify;">Help Desk SLA (Service Level Agreement) is an agreement between company and its customers, A SLA rule defines response time and resolution for a ticket. Response time decides how fast staff should respond to customers request, where as Resolution time decides the tickets final resolution.</p><p style="text-align: justify;">SLA rules acts as a performance-meter for staff agents. You can draw a report that shows how your staff agents are responding and resolving given set of tickets. SLA helps staff agents to respond to the tickets in a timely manner.</p></div><div class="col-md-6 text-Default" ><img data-lazyloaded="1" src="data:image/svg+xml;base64,PHN2ZyB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHdpZHRoPSIxMDI0IiBoZWlnaHQ9IjU3NiIgdmlld0JveD0iMCAwIDEwMjQgNTc2Ij48cmVjdCB3aWR0aD0iMTAwJSIgaGVpZ2h0PSIxMDAlIiBzdHlsZT0iZmlsbDojY2ZkNGRiO2ZpbGwtb3BhY2l0eTogMC4xOyIvPjwvc3ZnPg==" width="1024" height="576" alt="SLA Management in Help Desk" data-src="https://www.visionhelpdesk.com/wp-content/uploads/2018/06/staff-report-1024x576.png" class="aligncenter"/></div></div></div></section><section class="section swatch-white-red section-short " ><div class="background-media"></div><div class="background-overlay" style=""></div><div class="container"><div class="row vertical-top"><div class="col-md-12 text-center" ><h2 class="text-center super hairline bordered-header">SLA Management & Ticket Escalation Rules</h2></div></div></div></section><section class="section swatch-white-red section-tiny " ><div class="background-media"></div><div class="background-overlay" style=""></div><div class="container"><div class="row vertical-top"><div class="col-md-6 text-default" ><div class="list-fancy-icons"><div class="list-item"><div class="round"> <i class="fa fa-star" data-animation="none"></i></div><h3>Multiple Work Schedules</h3><p>Create work schedules and while creating SLA select work schedule or time it should follow for SLA time calculation.</p></div></div><div class="list-fancy-icons"><div class="list-item"><div class="round"> <i class="fa fa-star" data-animation="none"></i></div><h3>Multiple SLA rules</h3><p>Create multiple SLA rules based on response and resolution of request you agree with customers.</p></div></div><div class="list-fancy-icons"><div class="list-item"><div class="round"> <i class="fa fa-star" data-animation="none"></i></div><h3>Department wise SLA</h3><p>Each department can have a different SLA rules.</p></div></div><div class="list-fancy-icons"><div class="list-item"><div class="round"> <i class="fa fa-star" data-animation="none"></i></div><h3>Ticket wise SLA rules</h3><p>Using workflow you can setup SLA rule for a ticket based on certain criteria.</p></div></div></div><div class="col-md-6 text-default" ><div class="list-fancy-icons"><div class="list-item"><div class="round"> <i class="fa fa-star" data-animation="none"></i></div><h3>Work Holiday's</h3><p>Create custom holiday list so SLA rule can skip those days in time calculation.</p></div></div><div class="list-fancy-icons"><div class="list-item"><div class="round"> <i class="fa fa-star" data-animation="none"></i></div><h3>Custom SLA rule</h3><p>Apply custom SLA rule for single ticket</p></div></div><div class="list-fancy-icons"><div class="list-item"><div class="round"> <i class="fa fa-star" data-animation="none"></i></div><h3>Client wise SLA rules</h3><p>Each client can have a different SLA rule.</p></div></div><div class="list-fancy-icons"><div class="list-item"><div class="round"> <i class="fa fa-star" data-animation="none"></i></div><h3>Ticket Escalation</h3><p>If a ticket voilates SLA time you can setup workflow rule to take specified escalation</p></div></div></div></div></div></section> <span class="hide"><span class="author vcard"><span class="fn">Vision Helpdesk</span></span><span class="entry-title">SLA Rules and Ticket Escalation</span><time class="entry-date updated" datetime="2015-05-01T12:45:04+00:00">05.01.2015</time></span></article><footer id="footer" role="contentinfo"><section class="section swatch-black-white section-normal has-top"><div class="decor-top"><svg class="decor hidden-xs hidden-sm" height="100%" preserveaspectratio="none" version="1.1" viewbox="0 0 100 100" width="100%" xmlns="http://www.w3.org/2000/svg"> <path d="M0 100 L2 60 L4 100 L6 60 L8 100 L10 60 L12 100 L14 60 L16 100 L18 60 L20 100 L22 60 L24 100 L26 60 L28 100 L30 60 L32 100 L34 60 L36 100 L38 60 L40 100 L42 60 L44 100 L46 60 L48 100 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href="https://www.visionhelpdesk.com/service-desk-features/incident-management">Incident Management</a></li><li id="menu-item-1705" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1705"><a href="https://www.visionhelpdesk.com/service-desk-features/problem-management">Problem Management</a></li><li id="menu-item-1704" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1704"><a href="https://www.visionhelpdesk.com/service-desk-features/change-management">Change Management</a></li><li id="menu-item-1703" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1703"><a href="https://www.visionhelpdesk.com/service-desk-features/release-management">Release Management</a></li><li id="menu-item-1702" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1702"><a href="https://www.visionhelpdesk.com/service-desk-features/knowledgebase-management">Knowledgebase Management</a></li><li id="menu-item-1777" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1777"><a href="https://www.visionhelpdesk.com/service-desk-features/supplier-management">Supplier Management</a></li><li id="menu-item-1780" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1780"><a href="https://www.visionhelpdesk.com/service-desk-features/configuration-management-database-cmdb">Configuration Management Database (CMDB)</a></li><li id="menu-item-1781" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1781"><a href="https://www.visionhelpdesk.com/service-desk-features/service-catalog-management">IT Service Catalog Management</a></li><li id="menu-item-1778" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1778"><a href="https://www.visionhelpdesk.com/service-desk-features/product-catalog">Product Catalog</a></li><li id="menu-item-1779" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1779"><a href="https://www.visionhelpdesk.com/service-desk-features/contract-management">Contract Management</a></li><li id="menu-item-1788" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-1788"><a href="https://www.visionhelpdesk.com/service-desk-features/financial-management">IT Service Financial Management</a></li></ul></div></div></div><div class="col-md-3"><div id="recent-posts-3" class="sidebar-widget widget_recent_entries"><h3 class="sidebar-header">News and Updates</h3><ul><li><div class="post-icon"> <i class="fa fa-file-text"></i></div> <a href="https://www.visionhelpdesk.com/customer-support-software-trends-in-2025.html" title="Customer Support Software Trends in 2025">Customer Support Software Trends in 2025</a> <small> 14 January 2025 </small></li><li><div class="post-icon"> <i class="fa fa-file-text"></i></div> <a href="https://www.visionhelpdesk.com/4-service-desk-trends-to-know-in-2024.html" title="4 Service Desk Trends To Know In 2024">4 Service Desk Trends To Know In 2024</a> <small> 14 October 2024 </small></li><li><div class="post-icon"> <i class="fa fa-file-text"></i></div> <a href="https://www.visionhelpdesk.com/the-benefits-of-it-customer-service-software.html" title="The Benefits of IT Customer Service Software">The Benefits of IT Customer Service Software</a> <small> 09 July 2024 </small></li><li><div class="post-icon"> <i class="fa fa-file-text"></i></div> <a href="https://www.visionhelpdesk.com/simplify-client-support-processes-with-vision-helpdesks-customer-support-tools.html" title="Simplify Client Support Processes with Vision Helpdesk’s Customer Support Tools">Simplify Client Support Processes with Vision Helpdesk’s Customer Support Tools</a> <small> 17 June 2024 </small></li><li><div class="post-icon"> <i class="fa fa-file-text"></i></div> <a href="https://www.visionhelpdesk.com/comparing-zendesk-vs-freshdesk-vs-vision-helpdesk.html" title="Comparing Zendesk vs. Freshdesk vs. Vision Helpdesk">Comparing Zendesk vs. Freshdesk vs. Vision Helpdesk</a> <small> 05 April 2024 </small></li><li><div class="post-icon"> <i class="fa fa-file-text"></i></div> <a href="https://www.visionhelpdesk.com/the-top-live-chat-software-trends-to-expect-in-2024.html" title="The Top Live Chat Software Trends to Expect in 2024">The Top Live Chat Software Trends to Expect in 2024</a> <small> 13 February 2024 </small></li></ul></div></div></div></div></section><section class="section swatch-black-white section-tiny "><div class="container"><div class="row"><div class="col-md-12 text-center"><div id="swatch_social-2" class="sidebar-widget widget_swatch_social"><ul class="unstyled inline small-screen-center social-icons social-background social-normal"><li><a target="_blank" data-iconcolor="#3b5998" href="https://www.facebook.com/VisionHelpdesk"><i class="fa fa-facebook"></i></a></li><li><a target="_blank" data-iconcolor="#00acee" href="https://twitter.com/visionhelpdesk"><i class="fa fa-twitter"></i></a></li><li><a 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