Smart Support – SLA is a premium add-on for the Smart Support plugin that adds Service Level Agreement management to your helpdesk tickets. With this add-on, you can define response and resolution deadlines, track SLA progress on tickets, monitor breaches, and review SLA performance through analytics.
SLA tracking helps your team make sure tickets are handled within agreed service timeframes.
What Smart Support – SLA Does
Smart Support – SLA allows you to:
- Create SLA rules for different ticket priorities and departments
- Track first response deadlines
- Track resolution deadlines
- Display SLA status indicators on tickets
- Show countdown timers and progress bars
- Detect SLA breaches automatically
- Send SLA warning and breach notifications
- Review SLA compliance in analytics reports
Enabling SLA Tracking
SLA tracking can be managed from the SLA settings screen. To configure SLA settings:
- Go to Smart Support > Settings > SLA.
- Enable SLA tracking.
- Set the warning threshold.
- Configure email notification settings.
- Set default notification recipients, if needed.
- Configure business hours, if your team uses them.
Once SLA tracking is enabled, tickets can be matched to SLA rules automatically.
SLA Statuses
Smart Support – SLA uses clear status indicators to show the current SLA condition of each ticket.
- In SLA: The ticket is still within its allowed response or resolution timeframe.
- At Risk: The ticket is close to breaching its SLA. This status is based on the configured warning threshold. The default warning threshold is 80%.
- Breached: The ticket has missed its response or resolution deadline. When this happens, the breach is recorded and can be included in SLA analytics and reports.
Ticket SLA Widget
When SLA tracking is active, an SLA widget appears in the ticket sidebar. The widget shows:
- Response deadline
- Time remaining for first response
- Resolution deadline
- Time remaining for resolution
- Current SLA status
- SLA progress bars
This gives agents a quick view of which tickets need attention and how close each ticket is to breaching SLA.
Smart Support – SLA helps support teams manage ticket deadlines, monitor service commitments, and improve response and resolution performance.
After enabling the add-on, the next step is to create SLA rules that define how tickets should be tracked.