Sales Igniter Chat: teams and SLA policies

Teams (Help Desk › Teams)

A team owns tickets: Sales, Support, Billing, a team per location. Each team has:

• Members: the people on your team who answer its tickets. One person can be in several teams.
• A colour, shown on ticket rows and the views column.
• A default mailbox: replies to the team’s tickets go out from this address when the ticket didn’t arrive by email.
• An SLA policy, or “The first policy that matches” (see below).
• Assignment: Manual (tickets wait in the team’s queue until someone takes one) or Round-robin among members who are online (each new ticket goes to the next member who is online; when nobody is, it waits in the queue).

When Help Desk switches on, your routing groups are copied into teams once. Routing groups keep routing chats; teams own tickets. A mailbox, the ticket form and a chat rule can each send new tickets to a team. A new ticket with no team, or in a team nobody is in yet, alerts everyone who works the inbox (see “Ticket alerts” in AI for tickets).

SLA policies (Help Desk › SLA policies)

An SLA policy is a promise: how fast you reply the first time, how fast you answer each new message, and how soon a ticket is solved. Each ticket shows its timers in the ticket bar and in its row in the list.

The standard targets

The standard targets apply to every ticket no other policy covers. Set a first reply, next reply and resolution time for each priority (Low, Normal, High, Urgent). 0 means no target.

Policies of your own

Add a policy when some tickets need other targets: urgent tickets, a VIP team, billing questions.

• Clock: Office hours (only your opening hours count, and a day is one working day) or 24/7.
• Targets: first reply, next reply and resolution, per priority.
• Applies to: tick priorities, teams and ticket types. Nothing ticked means every ticket.
• Use this policy: switch a policy off without deleting it.

The order of the list matters: a ticket takes the first policy that matches it. Use the up and down arrows next to a policy to change the order. A team can also name its own policy, which then wins over the list.

How timers count

• They count from when the customer wrote, in your office hours when the policy says so.
• They pause while a ticket is On hold or Waiting on customer, and carry on where they stopped when it opens again.
• A timer shows “Due in 40 min” and turns amber when three quarters of the time has gone; “Overdue 15 min” shows in red.
• The Due today and Overdue views list the tickets that need you first.

Office hours are the ones you already set for the chat (Settings › Routing and hours), with your holidays.