Overview #
Service Level Agreements (SLAs) define how quickly cases must be resolved. DigiCase helps you track SLAs automatically.
Step 1: Access SLA Settings #
- Go to Admin Panel → SLA Configuration.
- Choose a case category (e.g., Complaints, Technical Issues).
Step 2: Define SLA Timers #
- Response Time: Maximum time to acknowledge a case.
- Resolution Time: Maximum time to close the case.
- Custom SLA Policies: Set different SLAs per customer tier (e.g., VIP clients).
Step 3: Enable Alerts #
- DigiCase sends automated reminders when SLA deadlines are approaching.
- Configure alerts for:
- Agents (email, in-app, WhatsApp if enabled).
- Managers (escalation notices).
Step 4: Monitor SLA Status #
- On the Dashboard SLA Widget, view:
- Cases within SLA (green).
- Cases nearing SLA breach (yellow).
- Cases breached SLA (red).
✅ Tip: Export SLA reports to PDF/Excel for compliance audits.
