Product
SLA and Rules
You define deadlines by priority and customer, the tool monitors the timers. When a deadline approaches, it notifies the right person instead of waiting for a complaint.
Two timers per ticket
First response and resolution. Each stops while the ball is in the customer's court and during the team's closing hours.
Three-tiered escalation
At 75% of the deadline, reminder to the agent. At 90%, notification to the supervisor. Upon exceeding, priority change and message in the team's Slack channel.
A single grammar
Triggers, time rules, SLA policies, and macros use the same conditions then actions syntax. You learn it only once.
acme.open-helpdesk.com/app/sla
Compteurs en cours
horaires 9h–18h · Paris- #4818 Accès SSO refusé · urgent18 min restantes
- #4821 Facture double sur juin · haute42 min restantes
- #4802 Panne export · urgentdépassé de 6 min
- #4811 Webhook non reçu · normale5 h restantes
14:02 palier 75 % → rappel à Léa
14:17 palier 90 % → notification superviseur
14:23 dépassement → priorité urgente · #support-urgent
14:17 palier 90 % → notification superviseur
14:23 dépassement → priorité urgente · #support-urgent
In detail
What you can configure
- SLA Policies
- One policy per segment: customer plan, company, channel, label, priority.
- Schedules
- Calendars by team, time zones, holidays imported in iCal format.
- Triggers
- On creation, status change, message added, deadline exceeded, cron.
- Actions
- Assign, change priority or status, add a label, send an email, call a webhook.
- Macros
- Canned response plus a series of actions, with requester, agent, company, ticket variables.
- Simulation
- Each rule can be tested against the last 500 tickets before activation.
- Traceability
- Each rule execution is recorded in the ticket history, with the rule version.
A rule as it is stored
{
"name": "Incident critique client Entreprise",
"when": [
{ "field": "priority", "op": "is", "value": "urgent" },
{ "field": "company.plan", "op": "is", "value": "enterprise" }
],
"then": [
{ "action": "assign_team", "value": "incidents" },
{ "action": "set_sla", "value": "first_response_30m" },
{ "action": "notify_slack", "value": "#support-urgent" }
]
}