HaloCRM

HaloCRM Guides

Guides > Using SLAs and Priorities On Halo

Using SLAs and Priorities On Halo

Using your SLAs and priorities to maintain customer relationships is one of the most powerful parts of Halo.


When combined with the use of a dashboard and notifications the SLA or Service Level Agreement between you and a contact or customer is a 'contract' between yourselves of the timescales you agree to handle and complete tickets. These are critical to maintaining a positive relationship between yourselves and are configurable in many ways in Halo.


Setting up an SLA


Head to the Administration Console > Processes > Service Level Agreements and here you should be presented with three tiles. 



First, click into the middle tile 'Service Level Agreements'. Here you will have all of the out-of-the-box SLA's that have been set up for you. These can be deleted or modified - depending on your preference. 


For simplicity, let's create a new one. 



First, give your SLA a name and determine the work hours that the SLA will be working against. 


If set to your working hours, the SLA timer will stop at 5pm for example, and restart at 8am.

If it is 24hrs, the SLA timer will continuously work.


 After this, there are a couple of general settings that need to be determined for your SLA.


Respond-by is the time from an enquiry arriving in Halo from a contact to the response from an agent.


Next, move over to the priorities tab.



Priorities are there to set levels of urgency within the service level agreement. For example, someone cancelling an order will have a higher priority than someone enquiring on when X will be re-stocked. 


To add a new priority level, just press the 'Add +' at the top of the table.



First, we'll give the priority a level.


NOTE:  '1' is the highest priority level available. 


Next, give the priority a description and an associated colour. This is what the agent will see to easily recognise what is urgent against more general enquiries.

If some priorities need to be a 24 hour resolution despite the overall SLA having work hours, this can be overridden using the drop-down shown above.


Next, select the target response time for this priority level.

Here, as it is urgent, I have set it to 15 minutes response time.


Then, you will need to select a resolution time in which you'd like the enquiry to be completely dealt with and resolved.



It is possible for response and resolution times to be the same, if required.



At the bottom there are also some optional checkboxes available, if applicable to the SLA and priority level you are creating.


Once satisfied, save it and you can then create the remainder of the priority levels you require for this specific SLA.

SLAs and priorities can be changed at any time.


Once happy, save overall and you have an SLA.


SLAs can be applied to ticket types as well as customers - so if certain customers have specific requirements then a better suited SLA can be appointed to them to keep them happy.



Popular Guides

Pin It on Pinterest