WordPress plugin · SupportCandy family
SupportCandy SLA
Set SLA policies with response and resolution deadlines and get alerts when one is missed.
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About This Plugin
This add-on for SupportCandy tracks service level agreement (SLA) deadlines for responding to and resolving tickets. It calculates and shows the SLA time from pre-set SLA policies.
An SLA policy is a set of conditions and a time. The administrator sets different policies for different situations, such as a first response to a high priority ticket within 4 hours. Whenever a ticket changes, all policies are checked and the closest match is applied. Set a ticket notification for the Out of SLA event, and email notifications go to recipients when a deadline is missed.