Category: SLA

The SLA module in Movidesk helps manage response and resolution times for tickets. SLA, which stands for "Service Level Agreement," is an agreement between the customer and the company about the timeframes for resolving tickets related to the services provided. These timeframes may be formalized in

A SLA (Service Level Agreement) contract is a digital document that defines the response and resolution times for support services based on pre-established rules. The SLA contract is used to ensure that services are provided within an agreed-upon timeframe, helping to manage customer expectations an

Aiming to improve the service hours for our users, in scenarios of operation interrupted either fully or partially, citing the current example: World Cup games, we are creating this material to support you in the following routines: Pre-communication to clients and suppliers about the availability

Movidesk enables the creation of various automations, including SLA alerts that can be sent via email and/or internal message. To create a notification trigger, click on Settings > Automations > Triggers. Select the criterion “Ticket: Due Date” and one of the available operators, such as the percent

To more conveniently track tickets in relation to their due dates, add the column: “SLA Solution Indicator” to your ticket views in the List view type. If you use Kanban views, you can track this information on the ticket card.

After registering and configuring the contracts and SLA rules, the system will be ready to define the due date on the tickets. Within the ticket, the Solution SLA is presented in the “Solution Forecast” field. This field will be automatically filled in whenever the ticket meets the conditions of any

With Movidesk's SLA module, it's possible to create rules stating that when a ticket is opened with certain criteria, it will have a time limit for the agent to respond to the customer. The first response SLA is calculated from the date and time of ticket creation until the moment the agent adds the

The SLA module in Movidesk manages deadlines for ticket response and resolution. Main Definitions: Rules Service Hours Holidays SLA Pauses Rules Rules define criteria and settings to determine ticket due dates, considering different scenarios. A contract can contain multiple rules. To create a rule,

Movidesk has several indicators to facilitate the analysis of Solution SLA data. Check out some of them below: Main indicators Pending tickets by due date Ticket resolution indicator by due date Ticket resolution indicator by team and due date Ticket resolution indicator by agent and due date Resol

The parameters that allow (or deny) access to SLA settings in Movidesk are located in the agent access profile. You can find these settings by clicking on Settings > People > Access Profile. Once there, access the desired access profile and navigate to the “Settings” tab, where you’ll find the SLA