The UVdesk Open Source SLA App enables admins to define rules and conditions, ensuring prompt responses to open tickets in the UVdesk Open Source helpdesk system.

What is the Need for the UVdesk Open Source SLA App?

The UVdesk Open Source SLA App ensures customers get prompt support without delays. Automated alerts help maintain service commitments.

Predefined response times and business hours enhance ticket management, while SLA rules with multiple conditions provide improved control. Custom email templates notify admins of SLA breaches for swift action.

Highlighted Features :

Create Multiple SLA Rules

Easily set up multiple SLA rules for efficient ticket management.

Define Response and Resolution Timings

Ensure faster support by setting response and resolution times.

Automated Actions for SLA Compliance

Receive automatic alerts for SLA breaches and service commitments.

Business Hours for SLA Application

Limit SLA rules to specific working hours for better management.

Set Multiple Conditions and Actions

Use multiple conditions and actions to streamline ticket handling.

Custom Email Templates

Create and use custom email templates for automated SLA alerts.

FAQS

1-What happens when an SLA breach occurs?

Admins and agents get automated email alerts for quick action.

2-Can I set specific hours for applying SLA rules?

Yes, you can apply SLA rules to work during working hours.

3-Can I create custom email templates for SLA alerts?

Yes, you can set up custom templates for automated SLA notifications.

4-Can I add multiple conditions to SLA rules?

Yes, SLA rules can include multiple conditions for better ticket management.

Click Here –Installation & Configuration Guide