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Service Level Agreements (SLAs)
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Service Level Agreements (SLAs)
One of the simplest ways to keep customers happy is to respond on time. When replies are delayed or resolutions drag on, frustration builds, even if the issue isn’t complicated.
With Frappe Helpdesk, you can define SLAs that match your support goals. Set different response and resolution times depending on the type of issue, its priority, or which team is handling it. It helps your team stay on track and builds trust with your customers.
Set SLA Rules Based on the Ticket
Not every issue needs the same response time, and that’s where SLA rules come in. With Frappe Helpdesk, you can set different response and resolution targets depending on the ticket’s category, priority, or which team is handling it.
You can also define when the timer should pause, like outside working hours or on holidays — so you’re not chasing deadlines at odd hours. It’s an easy way to make sure urgent tickets get handled faster, while everything else follows a timeline that makes sense.
Track What’s Due and When
When you’re dealing with dozens of tickets, it’s hard to know which ones are falling behind. Some may be close to breaching their SLA, others might already be overdue without anyone noticing. And if you’re relying on memory or manual checks, something important is bound to slip. Frappe Helpdesk helps you stay ahead. It tracks every ticket against its SLA, so you can see exactly which ones are on schedule, which ones are at risk, and which ones need immediate attention so you have a clear view of what needs to be done next.
Get Notified Before Deadlines Slip
It’s easy to miss a deadline when no one’s watching the clock. A ticket might be sitting unresolved, or waiting for a first response, and unless someone checks manually, it just sits there. Frappe Helpdesk steps in before that happens. You can write server scripts to configure automatic reminders to your team when a ticket is getting close to breaching its SLA. That gentle nudge helps agents act in time, keeps your response times under control, and builds trust with your customers.
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