On this page
Granting permission to configure SLA policies
Creating an SLA policy
Creating SLA rules
Cloning SLA rules
Assigning customers to SLAs
Cloning an SLA policy
Unlike other customer support solutions, Movidesk has conditional SLA policies, providing you with maximum flexibility. You can c
Movidesk uses the popular concept of service level agreements (SLAs), offering plenty of flexibility and advanced resources to address simple or demanding business requirements. The SLA features are some of the richest in the market, but—as with all additional modules in Movidesk—we make them availa
You can configure SLA rules to pause SLA time for certain statuses, for example if you’re waiting for a response from your customer.
See the Configuring SLA policies and terms article for more information on how to set up SLA rules for an SLA policy.
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Example scenario
Configuring a notification for tickets nearing their due date
Configuring a notification for overdue tickets
Configuring an automated escalation process for overdue tickets
If you use SLAs, you probably want your agents to be reminded when a ticket assigned to them is
Business hours can be added to SLA rules so that SLA target date calculations take your operating hours into account.
See the Configuring SLA policies and terms article for more information on how to set up SLA rules for an SLA policy.
On this page
Granting permission to assign SLAs to customers
Granting permission to view the due date on tickets
Granting permission to edit the resolution due date on tickets
Linking customers to SLA policies
Creating a default SLA policy
We understand that while you may have SLA policies that di
An SLA policy will be applied to a ticket when both are true:
One of the ticket requesters is linked to an SLA policy
The ticket qualifies for the conditions of an SLA rule on that policy.
Note In some cases there may multiple requesters on a ticket, with each ticket requester linked to a different
Holidays can be added to SLA rules, so that they are excluded from SLA target date calculations.
To create holidays, go to Configurations > Holidays.
See the Creating holidays article for more details on how to create and configure holidays.