Manage service levels with SLA policies and business hours

Mojo Helpdesk is designed to help organizations provide efficient and effective support to their customers. One way to ensure timely and satisfactory support is through the use of Service Level Agreement (SLA) policies and business hours.

What is an SLA policy?

Service Level Agreement (SLA) policies are agreements between a service provider and a customer that define the level of service that will be provided. In the context of customer support, SLA policies define the expected response and resolution times.

In Mojo, first response and resolution time targets can be defined based on the following combination of criteria:

  • Queue
  • Ticket type
  • Ticket priority

Admins can also define escalation rules, so that if a ticket is not resolved within the specified time frame, it will be escalated to a higher level of priority and assigned to a different agent.

How to set up an SLA policy

First, enable the SLA policy by going to Admin > Tickets > Settings

Once turned on, the default SLA policy will be applied to all tickets. To exclude specific queues and/or ticket types from this policy, the settings can be adjusted accordingly.

Additionally, there is an option to pause the SLA timer when the ticket is put in “on hold” or “information requested” status.

To configure the default SLA policy

  1. Go to Admin > Business rules > SLA policies
  2. Click on the Default SLA Policy. Rename the policy as desired
  3. If desired, choose the filter criteria for the policy, such as ticket type or ticket queue
  4. Define the target first response and resolution times for each priority level
  5. Define the operational hours to apply
  6. Define any escalation rules, such as who to notify when a policy is breached
  7. Click save

Admins can also define SLA policies for a specific queue and/or ticket type.

To create additional SLA policies

  1. Go to Admin > Business rules > SLA policies
  2. Click on + new
  3. Name the policy and enter an optional description
  4. Choose the filter criteria for your policy, such as ticket type or ticket queue
  5. Define the the first target response and resolution times for each priority level
  6. Define the operational hours to apply
  7. Define any escalation rules, such as who to notify when a policy is breached
  8. Click save

Once created, the new SLA policy will be applied to all tickets that match the defined criteria. Multiple policies can be created to cover different ticket types or queues. If desired, certain ticket types or queues can be excluded from the SLA policy.

Business hours

Business hours are the hours during which the team is available to respond to customer requests. By defining business hours in Mojo Helpdesk, you can ensure that your SLA policies are only active during the times the team is available.

Business hours can be defined for each ticket queue, thereby allowing different business hours for different teams or departments. Business hours can also be set to 24/7, if needed.

How to set up business hours

Once SLA policies are enabled, then the  Main helpdesk business hours will be applied to the all queues. The  Main helpdesk business hours will follow the helpdesk time zone.

To configure the Main helpdesk business hours

  1. Go to Admin > Business rules > SLA policies
  2. Click on the Main helpdesk business hours. Rename the policy as desired
  3. Select working days and hours
  4. Define holidays if needed
  5. Click save

If different business hours need to be applied to certain queues, then admins can define business hours for a specific queue.

To create additional business hours

  1. Go to Admin > Business rules > Business hours
  2. Click on + new
  3. Enter name and a optional description
  4. Select timezone
  5. Select working days and hours
  6. Define holidays if needed
  7. Click save

To apply certain business hours to specific queues

  1. On the list of business hours, click choose queues
  2. Choose the desired queues
  3. Click save

SLA Reports

Implementing SLA policies and business hours ensure that customer requests are handled in a timely and efficient manner. The SLA Dashboard and the SLA Violations report allow managers to track how well agents are meeting SLA targets.

SLA Dashboard

The dashboard illustrates the helpdesk performance against the defined SLA targets. Filters can be applied to narrow down the reporting. Managers can create and save multiple SLA dashboards.

SLA Violations Dashboard

The SLA Violations report illustrates agent performance against the SLA targets. Agents with the most total violations will be displayed first. Managers can click on the number of tickets to refer to the list of tickets.

The report will also display if a ticket was unassigned when the SLA target was breached.

By analyzing this data, managers can identify areas where agents may need additional support, and any adjustments needed to improve overall performance. This can also help to identify any potential bottlenecks or issues in the support process.

SLA Inspector

The SLA Inspector is a powerful tool that provides detailed insights into how SLA targets are applied and tracked on each ticket. With full visibility into SLA performance, admins and managers easily troubleshoot breaches, understand SLA calculations, and ensure the team is meeting support goals.

The SLA Inspector displays a detailed log of SLA activity on individual tickets, helping answer questions like:

  • How were the SLA targets calculated?
  • What SLA policy and business hours were applied?
  • What holidays were observed?
  • Who breached the SLA target (if applicable)?
  • Why was the SLA policy paused?

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