Set Up HelpDesk SLAs from Scratch

Introduction

This tutorial will show you how to set up SLA (Service Level Agreement) rules for HelpDesk in Easy8. SLAs define time limits for ticket responses and resolutions based on ticket priority or conditions. By following this step-by-step guide, you will configure SLA settings directly inside your HelpDesk project.

Prerequisites

Before starting, ensure you have:

Administrator access to Easy8.
A HelpDesk project created and mailbox connected.
Priorities and task statuses configured.

What You Will Achieve

After completing this tutorial, you will:

Set reaction and resolution times for tickets based on priority.
Use SLA keywords to automate SLA assignment.
Define working hours and working days for SLA counting.
Track SLA performance using SLA Reports.

Step-by-Step Instructions

Step 1: Open HelpDesk Project Settings

Open your HelpDesk project.
Click on the Project controls (gear icon in the top right).
Select Help Desk from the menu.
Find the section called SLA settings – priorities, time to solve a ticket.

Step 2: Configure General SLA Options

Reset SLA after task is reopened: SLA timers restart when a closed ticket is reopened.
Copy SLA settings from another project: Optional shortcut to reuse SLA profiles.

Step 3: Create SLA Rules Based on Priority

In Project controls >> Help Desk, under SLA settings, click Add to create a new SLA rule.
Fill in the basic settings:
- Name of SLA: Internal name (e.g., "Urgent Support SLA").
- SLA Keyword (optional): A keyword that applies the SLA if found in the ticket subject.
- Priority: Ticket priority (Urgent, High, Normal, etc.).
- Hours to Respond: Maximum time allowed for the first reaction.
- Hours to Solve: Maximum time allowed to fully resolve the ticket.
Click More to configure advanced options:
- Tracker: Limit SLA rule to specific trackers.
- Count SLA based on working time: Enable SLA timing based on business hours only.
- SLA Working Hours: Define work time (e.g., 09:00–17:00).
- SLA Working Days: Define which days are working (e.g., Monday–Friday).
- Calendar Settings: Adjust for holidays and special days.

Step 4: Save SLA Settings

After completing SLA rule creation, click Save at the bottom of the project HelpDesk settings page.

Step 5: Track SLA Performance

Go to Global menu >> HelpDesk >> SLA Reports.
Filter SLA reports by project, date range, and SLA events to monitor performance.

Troubleshooting

Problem	Solution
SLA timers not working	Verify if the ticket priority, keyword, or tracker match SLA rules.
SLA timers not reset after reopening	Enable the "Reset SLA after task is reopened" option.
Tickets not showing SLA success/failure	Confirm SLA rules and working time settings are correct.

Conclusion

Congratulations! You have successfully set up SLA rules for your HelpDesk project in Easy8. Now your support team can meet client expectations for timely reactions and resolutions, and monitor their performance through SLA reports.