$ 127.95
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Contacts (contacts)
• Discuss (mail) |
| Community Apps Dependencies | Show |
| Lines of code | 2910 |
| Technical Name |
sync_helpdesk_sla |
| License | OPL-1 |
| Website | http://www.synconics.com |
| Versions | 12.0 13.0 |
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Contacts (contacts)
• Discuss (mail) |
| Community Apps Dependencies | Show |
| Lines of code | 2910 |
| Technical Name |
sync_helpdesk_sla |
| License | OPL-1 |
| Website | http://www.synconics.com |
| Versions | 12.0 13.0 |
Repair Service - SLA Management
It allows you to define and manage your promises to your customers. Each agreement created can be specified for how long a ticket is allowed to go without a response, how long before it must be resolved, which tech should start with the ticket and to whom the ticket should be escalated if the promises are broken.
A Service Level Agreement can be assigned to an individual ticket and if needed the (SLA) agreement can be edited.
If you need to woo your customers, you need to have strict and challenging service level targets, with constancy of delivering them. It is for this purpose that Synconics has a unique and robust service level agreement management functionality.
The help desk SLA is comprised of 3 parts.
2. A set of conditions - How to do them
3. Work schedule - When to measure them
This module is compatible with
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Community
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Enterprise
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Odoo.sh
Set strict Service Level Agreements
Customer service is a highly quantifiable activity. When providing customer support, you need to deliver perfect service targets and make sure your customers are never sitting and twiddling their thumbs while you take your own sweet time to respond. SLA monitoring process helps in quantify the support by splitting SLA into 5 areas.
SLAs that matter- Create, Customize & Deliver.
- Time to assign the ticket
- Time to contact response
- Time to staff response
- Time to reach concluding status
Key Features
Configuration
For enable SLA configuration, go to Helpdesk/Configuration/Tickets/SLA Policies.
To check priority, tick 'Check Priority' boolean.
SLA Policies Configuration
To configure SLA Policies, go to Helpdesk/Configuration/Tickets/SLA Policies.
SLA policies can be configure on different ticket type and stages, based on that it a deadline date on the ticket can be setup on Hour/Days/Week basis.
SLA management set targets for first response, time consumed to assign the ticket to a staff member, staff response time to the customer and its concluding status (Closed or Resolved or a customized status can be defined)
Fields Description
| Ticket Type: | SLA applies automatically, based on ticket type. |
| From Stage: | SLA applies automatically when ticket reaches in from Stage. |
| To Stage: | SLA will be applicable on ticket for selected "To Stage". |
| Reach In: | Time duration configured on SLA. |
| Next Action: | If SLA fails on ticket then automatically ticket will move on next configured stage. |
SLA on ticket
Fields Description
| Current SLA: | Indicates ongoing SLA on ticket. |
| SLA: | Name of SLA. |
| Start Date: | SLA start date applied on ticket. |
| Expiration Date: | SLA expiry date auto calculated on SLA start date & time duration. |
| Completion Date: | SLA completion date when it is done/failed. |
| Failed User: | When SLA fails, it signals automatically. |
| Escalate User: | Once SLA fails then the ticket is auto assign to parent team user, and the user is consider as "Escalate User". |
| Stage: | Ticket stage when SLA is failed. |
| State: | SLA state (In Progress / Completed / Failed). |
Monitor and Measure SLA Performance
Go to Helpdesk/Reports/Tickets.
In-depth analysis of SLA ticket is done through pivot view.
SLA Management does not end when delivered. Continuous improvement is necessary and this requires tracking of reports. SLA reports can be generated for monitoring the areas that require improvement. Thorough customer service experience a stronger SLA targets can be defined.
Suggested Products
Free Support
2) If an error appears in our app due to other custom modules installed in your system, we will charge for our efforts to resolve those errors.
3) Please refer the document for configuration. If you need our support for configuration, please request our paid support.
4) Please note that you are not allowed to distribute or resell this module after purchase.
5) This module is tested and working on Odoo vanilla with Ubuntu OS.
Get Help & Support
Our Services
Our Contact Details
E-mail : contact@synconics.com | Skype : synconics.technologies | Mobile : +91-942-686-4274Odoo Proprietary License v1.0 This software and associated files (the "Software") may only be used (executed, modified, executed after modifications) if you have purchased a valid license from the authors, typically via Odoo Apps, or if you have received a written agreement from the authors of the Software (see the COPYRIGHT file). You may develop Odoo modules that use the Software as a library (typically by depending on it, importing it and using its resources), but without copying any source code or material from the Software. You may distribute those modules under the license of your choice, provided that this license is compatible with the terms of the Odoo Proprietary License (For example: LGPL, MIT, or proprietary licenses similar to this one). It is forbidden to publish, distribute, sublicense, or sell copies of the Software or modified copies of the Software. The above copyright notice and this permission notice must be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.
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