cancel
Showing results for 
Search instead for 
Did you mean: 
Oliver_TC
New Contributor

Response Time SLA?

Are there future plans to add a response time SLA to the Incident section of Service Desk product? 

 

I'm surprised this isn't already a feature as it's quite standard across the industry.

Tags (1)
5 REPLIES 5
AshC
GoTo Moderator

Hi Oliver,

Were you looking to see which incidents were outside the SLA, or the average times between opening and closing?


Ash is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!
Oliver_TC
New Contributor

Hi Ash,

 

Neither. I need to set an SLA against the initial response to a ticket. So for example, a "Critical" ticket comes into Service desk at 1pm and I need to setup an SLA  to respond through the ticket system within 1 hour.

 

Does that make sense?

AshC
GoTo Moderator

If you were to set your critical incidents as a P2, you can then set that SLA for 1.0 hours under the SLA & Priorities area of the account.


Ash is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!
Oliver_TC
New Contributor

But this is only for the resolution of a ticket, I need to hit both response and resolution SLAs as part of our business model.
AshC
GoTo Moderator

Thanks for the clarification, Oliver. 

While we don't have an SLA measure yet for 'first-response-time', I will change this thread to an 'idea' for future enhancements.


Ash is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!