Service Desk: DIfferent SLA according to customers

Delphine Renevey

We're studying the possibility to use Service Desk for our Customer Support. I have one unse case I'd like to talk about, as I didn't find out if it's possible or not in the documentation.

We have different Support levels and SLAs for each level.

Let's say we have Support Gold ('first response time' 1 day) and support Silver ('first response time' 2 days).

Client A (user W & X) has Gold support level and Client B (users Y & Z) has Silver level support.

Can Service Desk provide us a way to handle our user case (creating a 'gold' SLA and assigning Client A to this SLA, and creating 'Silver' SLA and assign Client B to this SLA.

When user X creates a ticket, the first response time will be 1 day whereas when user Y creates a ticket, the first response time will be 2 days.

Thanks for your help,

Delphine

Rahul Aich [Nagra]

HI Delphine

Let me elaborate a bit further, first response time is a metric and you can define different levels of SLA on that metric.

Say, customer X subscribes to premium gold service, so you simply add a rule to that SLA that

if the reporter was in membersOf("Group") then sla will be 1 day

and same way for silver service members.

This way you can define your SLA based on customers.

I suggest you install the trial version of the plugin to evaluate this feature.

Rahul