Service SLA and ITSMSOLVE
Feb 21, 2020 2:02 PM
How can I set deadlines automaticaly based on the creation date of a ticket depending on the ticket service type, priority, customer and schedule (Work days only).
We need to provide our team visibility of our SLAs for each customer to guarantee the closure time of the tickets to meet the deadlines set by contract.
I tried to do that using workflows, but I feel like I don't have enough tools in the Tickets Workflow to build something like that, maybe I'm just trying to do it the wrong way...
Do you guys have any clue of how can I manage to build that?
Thank you very much!
Solved! Go to Solution.
Sep 7, 2020 6:12 AM
I'm not sure if this will help - but you can set an SLA for how long a ticket can stay in a particular pipeline stage.
Do this by enrolling all tickets into a workflow where the enrollment criteria is the ticket must have the selected pipeline stage.
You can then build out the escalation actions - emails, tasks, text messages, slacks etc.
And then set an unenrollment criteria of the ticket being in any other pipeline stage.
The way HubSpot workflows run, is they always check the unenrollment criteria before executing the action.
So if the escalation path is that after 8 hours a task must be created for a manager. But the ticket has already been resolved, the task will never be created.
Chief Strategy Officer