Guide for UVdesk Open Source SLA App

UVdesk Open Source SLA App ensures quick ticket responses with service level agreement rules and automated notifications for better support.

Admins set response times, business hours, and conditions to manage tickets efficiently and avoid delays.

Multiple SLA rules help streamline ticket handling by automating escalations and alerts for overdue responses.

Custom email templates send SLA breach notifications to admins and agents for timely issue resolution.

The module helps maintain service commitments by reducing manual work and ensuring timely ticket resolutions.

NOTE – To use this SLA module first, you should need to install UVdesk Open Source Helpdesk.

• Set up SLA rules to handle customer support tickets effectively.
• Define response and resolution timings to ensure quick ticket handling.
• Automate SLA breach alerts for admins and agents to take action.
• Set business hours to apply SLA rules during working hours only.
• Configure multiple conditions and actions for effective workflow automation.
• Use custom email templates for personalized SLA breach notifications.
• Automate ticket escalations to maintain service commitments and avoid delays.
• Ensure quick responses with predefined SLA conditions for better support.
• Improve ticket management by setting response times and service rules.
• Reduce manual work with automated notifications for SLA compliance.

Check out the UVdesk Open Source Report Insights module that provides admins with ticket reports section, including status, agent performance, and resolutions.

Also, explore the UVdesk Open Source Ticket Time Tracking module, allowing admins to let agents record time entries as they resolve tickets.

1. In the root of your uvdesk project, go inside the apps folder and create a new directory called uvdesk.
   
2. Inside the uvdesk directory, you need to place the SLA package that contains the application.
   
3. Next, run the below commands to complete the setup from the Project root directory.

$ php bin/console uvdesk_extensions:configure-extensions

$ php bin/console assets:install

$ php bin/console doctrine:migrations:diff

$ php bin/console doctrine:migrations:migrate

Once your packages have been configured successfully, they are ready for use.

After successfully installing the UVdesk Open Source SLA App, it will appear in the UVdesk dashboard with its icon.

By navigating to the ‘SLA Configuration‘ icon, admins can create multiple SLA rules to manage tickets.

This section lists all SLA rules created by the admin. To add a new SLA rule, the admin needs to click on the ‘New SLA Rule‘ button.

Further, it will open the SLA configuration page where the admin will need to set the rules as per the ticket priorities.

According to the ticket priority, the admin will set the Max Response Time and Max Resolution Time and whether to apply SLA for Calender hours/Business hours.

Admin can define business hours by navigating to Branding > Support Center > Business Hours

Selecting the business hours option will exclude non-working hours, and ensure SLA rules apply only during active support times.

Furthermore, the admin can set Conditions based on ticket priorities and automate Actions like email escalations for overdue responses.

• Multiple conditions and automated actions help streamline ticket management and maintain service commitments efficiently.
• If an agent delays responding to a ticket, automated email notifications are sent to the admin or agent based on SLA settings.
• Custom email alerts can be configured to alert admins and agents about SLA breaches using any email template in the UVdesk.

When a new ticket is created, agents can see the maximum response and resolution time tags on the left, based on the active SLA and ticket priority.

The assigned agent must respond to the ticket within the time specified by the SLA timer.

The red exclamation mark indicates that the ticket is overdue and has not been addressed within the designated timeframe.

If agents don’t handle the ticket within the set time, an SLA breach notification email is automatically sent to the admin or agent as per the SLA rule.

So, that’s all for the UVdesk Open Source SLA App, if you still have any queries or concerns please raise a ticket on the UVdesk Support Panel.