Service Level Settings

Service Level Settings allow you to define your target response and resolution time for tickets that are received within KB Support. Visual aids then allow you to determine those tickets that are approaching, or have exceeded, their SLA targets.

SLA Settings

If you do not wish to track service levels, you can leave the Enable SLA Tracking option disabled.

Target Response Time – Use this option to define the length of time within which you are targeting to provide an initial response to the ticket

Warn if within – Any ticket whose target response time is within the number of hours you define here, will have their SLA indicator set to warn

Target Resolution Time – Use this option to define the length of time within which you are targeting to provide a full resolution to the ticket

Warn if within – Any ticket whose target resolution time is within the number of hours you define here, will have their SLA indicator set to warn

Support Hours

Defining support hours makes the SLA Settings take into consideration the times at which your business is open when calculating the target response and resolution time.

For example, let’s say:

• you have a target response time set as 4 hours
• it is currently 9:00am
• your support hours for today are 9:00am to 12:00pm
• tomorrow you are closed
• the day after tomorrow, your support hours are 9:00am to 17:00am

In this scenario, KB Support will define the target response time for the ticket as 10:00am for the day after tomorrow. i.e. 4 working hours from the current time.

If you do not wish to define support hours, simply leave the Define Support Hours option unchecked. KB Support will then calculate SLA targets by simply adding the target time to the time that the ticket was logged. Using the above scenario, this would result in a 1pm target response time for today.

To define support hours, enable Define Support Hours and define the opening and closure times for each day of the week. For any days that you are not open, check the checkbox within Closed all Day column.