Helpdesk Service Level Agreement (SLA)

SLA for Helpdesk Support Ticket System Odoo App

With All Community Apps Dependencies

This app allows your helpdesk team to have a service level agreement (SLA) feature on the helpdesk support ticket app.

Main Features:

• Allow you to create and manage SLA levels under configuration.
• Allow your user to link the SLA level on your customer form.
• Calculating deadline date of tickets based on SLA level configuration. The system allows you to set the SLA level by selecting the category of ticket and priority based on that you can configure the number of Hours/Day/Week to have an automatic deadline date on tickets.
• Helpdesk SLA Team: You can set up a support team with their Working Time/Calendar and set up Estimated Response Time / Reply Time / Working Time for that stage.
• Allow your user to view SLA time logs for that ticket on helpdesk form based on the Helpdesk SLA team setup.
• Helpdesk SLA Analysis (BI Report) to analyze your SLA logs by ticket numbers.
• For more details see the below screenshots or watch the video.
• Only compatible with the Odoo community edition.

System Created New Menus:

• Helpdesk
  • SLA
    • Service Level Agreements
    • Helpdesk SLA Analysis
    • Helpdesk SLA Level Configuration