Helpdesk: SLAs | Odoo Helpdesk

hello doers Jose agasio here now service level agreements or slas for my acronym lovers describe the standard of service a customer can expect when they work with a company slas they lay out what I can provide for my customers and the timeline in which I'll deliver these Services now when I make my level of service clear my customers know what to expect and when to expect it this helps me Foster trust and it boosts my company's reputation so enough chitchat let's see how to create an apply an SLA policy inside of ODU so first I

want to make sure the SLA feature is properly configured on my team so to do that I'm going to locate the VIP support team and select the three dots and select settings you're going to scroll all the way down to Performance section and make sure that check boox next to SLA policies is selected now below you'll notice there's a working hours field and this lets me to find the days and hours my help Des team is going to be working we work a typical 40 hour week so I'm actually going to keep it on the

standard 40 hours per week option right there but I'm going to open it right up just so that I could double check to make sure everything is correct and would you look at that something is incorrect since these policies depend on our work hours I need to make sure that they are using the correct time zone in my case it's actually not mountain time but Pacific time saving it and we're all set now since we operate on the standard 40-hour work week one work day equals 8 hours and because of that the average hour per

day feature over here is helpful if you have contractors working part time or non-standard schedules factoring in weekends are days shorter than 8 hours as well but now that we have that settled we are ready to create a new SLA policy for my VIP customers so for that we're going to select configuration menu and then SLA policies select that new button up at the top left so for the name I'm actually going to call this one two days to finish two says two days to finish and we're going to move forward in this first section

we can actually set the criteria I want to in my case select the VIP customer team and then we're ready to go from there and this is because I want this SLA policy only to apply to tickets from my VIP customers I'm going to leave the priority as well as the tag Fields blank because I want this SLA policy to apply to all of our VIP support tickets no matter their priority or their Tags I'm also going to leave the customers and the sales order items Fields blank those fields are helpful though especially if you

want a policy to apply to specific customers or even specific products that you sell you never know now upcoming section over here under targets we can actually set the Target now for this policy I want the tickets to reach the soft stage within 2 days which doing our nice math over here is 16 hours because math so once that we're all set we're ready to go I'm also going to exclude the cancelled stage and that's so that ODU doesn't apply this SLA to cancel tickets on accident so we've created our SLA policy and and I've

applied it to the VIP support team now let's see what that's going to look like in action so we're going to save and we're going to go back over to overview and go into the VIP support card just so we can look at the VIP support pipeline so one of our customers just contacted me saying they ordered a chair but it arrived damaged I happen to know this is one of our VIP clients so I'm going to go ahead and open a support ticket for them under the VIP support team by selecting new and let's

talk about this well it already kind of gives us an example chair or arrived broken big sad so I need some other information in our case the customer happens to be Azure interior then once I save this ticket you'll notice some Odo magic appears right there look at that two days to finish right there with a policy tag attached to it and the ticket deadline as well is also right there now if the deadline passes and the ticket is not closed the SLA policy tag is going to turn red and if I click back over

to our ticket pipeline you can even see the two days right there letting us know dreadfully we have 40 actually AR 16 hours because those are working hours now if I go back to help dis overview I wanted to talk about something I can actually see the SLA deadline on these cards to see if the actual VIP support team has ever failed in our case we've failed the SLA deadline on Open tickets in the past in our case it's just one so slas are a great way to manage customer expectations and to keep your help

desk team on track be sure to check out the other videos to learn even more about help desk until next time o doers go grab a snack