Help Desk SLA Management, Monitoring & Reporting

SLA Management Made Easy

If you need to wow your customers, you need to have strict and challenging service level targets and also constantly deliver on them.

It is for that purpose that HappyFox has a unique and robust service level agreement management function. The help desk SLA is comprised of 4 simple steps.

An objective - What to do & a goal percentage to measure
A set of conditions - How to do them
Notification of breach
Work schedule - When to measure

SLAs that matter. Create, customize and deliver.

HappyFox help desk SLA monitoring helps you quantify your support by splitting SLA into 5 areas.

Time to first response
Time taken to assign the ticket
Time to respond to a contact’s response
Time to respond to the agent's existing last response
Time to reach a concluding status

SLAs that tick only when you work

HappyFox SLA monitoring was built keeping your company's work hours in mind. Therefore, you can create customized work schedules for your category and account. SLAs will not apply outside of work hours, making sure your customer knows exactly when to expect a response.

Tailor SLA Rules to Match Your Unique Needs

Set unique service level agreements for each ticket category to match the needs of different teams, products, or customers.
Stay on track with the SLA timer feature, which displays a real-time countdown in each ticket, helping agents prioritize and manage their workload effectively.
Use the Excluded status feature to automatically pause SLA tracking when tickets are on hold or any other status, ensuring your team's performance metrics reflect actual resolution time rather than delays outside their control.

SLA Reporting: Monitor & Measure Performance

SLA Management does not end with just delivering them. Continuous improvement is necessary and this requires tracking.

Track your team's performance with detailed SLA analytics that show tickets with SLAs, ticket breach rates, and achievement percentages against targets. The comprehensive reporting dashboard helps you identify areas for improvement and ensure your support team consistently meets service-level commitments.

SLA Management

Set SLA Goals and Objectives

Trusted and loved by customers

Since switching to HappyFox, many of our managers and administrators enjoy the reporting widgets that focus primarily on SLA objectives, ultimately benefitting the business and our customers.

Speak with a Help Desk Specialist

SLA Management Set SLA Goals and Objectives

Trusted and loved by customers

Since switching to HappyFox, many of our managers and administrators enjoy the reporting widgets that focus primarily on SLA objectives, ultimately benefitting the business and our customers.

Speak with a Help Desk Specialist

SLA Management

Set SLA Goals and Objectives