HelpDesk Service Level Agreement (SLA)
| Technical name | helpdesk_service_level_agreement |
| License | LGPL-3 |
| Website | http://www.probuse.com |
| Extensions | Dashboard for Helpdesk Support Tickets Bundle of Website Helpdesk Support Ticket Service Level Agreements to Customer for Helpdesk/Support HelpDesk Service Level Agreement (SLA) Analysis Helpdesk Time Slot Report |
Helpdesk Service Level Agreement (SLA)
SLA for Helpdesk Support Ticket System Odoo App
This app allows your helpdesk team to have a service level agreement (SLA) feature on the helpdesk support ticket app.
Main Features:
- Allow you to create and manage SLA levels under configuration.
- Allow your user to link the SLA level on your customer form.
- Calculating deadline date of tickets based on SLA level configuration. The system allows you to set the SLA level by selecting the category of ticket and priority based on that you can configure the number of Hours/Day/Week to have an automatic deadline date on tickets.
- Helpdesk SLA Team: You can set up a support team with their Working Time/Calendar and set up Estimated Response Time / Reply Time / Working Time for that stage.
- Allow your user to view SLA time logs for that ticket on helpdesk form based on the Helpdesk SLA team setup.
- Helpdesk SLA Analysis (BI Report) to analyze your SLA logs by ticket numbers.
- For more details see the below screenshots or watch the video.
- Only compatible with the Odoo community edition.
System Created New Menus:
- Helpdesk
- SLA
- Service Level Agreements
- Helpdesk SLA Analysis
- Helpdesk SLA Level Configuration
- SLA
Edition Compatibility:
Only Community
Helpdesk SLA Levels - List View
Menu: Helpdesk/SLA/Helpdesk SLA Level Configuration
You can configure multiple levels for your SLA and which will be set on the customer form and based on that ticket will be having its deadline date.
Helpdesk SLA Level - Form View
Menu: Helpdesk/SLA/Helpdesk SLA Level Configuration
This allows you to configure different category types of tickets by priority based on that you can set up Hour/Days/Week which will be used by Tickets to set Deadline Date on ticket form.
Helpdesk SLA Team - List View
Menu: Helpdesk/SLA/Helpdesk SLA Level Configuration
Helpdesk SLA Team View
Menu: Helpdesk/SLA/Helpdesk SLA Level Configuration
This configuration allows you to set up SLA timings for a given Support Team by Calendar. This will create SLA Logs on the help desk while the team/technician/responsible for moving and working on ticket stages.
Resource Calendar (Odoo Standard)
Set hours per Day & per Week on Working Calendar.
Helpdesk SLA Level on Customer
Menu: Sales/Orders/Customers [Odoo Standard]
Helpdesk Support Ticket - SLA Timelog
Menu:Helpdesk/Helpdesk/Helpdesk Tickets
Here create SLA Logs on the helpdesk while the team/technician/responsible moves and works on ticket stages. The Red line says it is delayed the planned hours.
Helpdesk SLA Analysis - BI Report
Menu: Helpdesk/SLA/Helpdesk SLA Analysis
Helpdesk SLA Analysis List view
Helpdesk SLA Analysis Pivot view
Helpdesk SLA Analysis Graph (Bar Chart) view
Helpdesk SLA Analysis Graph (Line Chart) view
Helpdesk SLA Analysis Graph (Pie Chart) view
Contact / Support
Introducing
Probuse Consulting Services Pvt. Ltd.
If you need any help or want more additional features, you may contact us through:
Email: contact@probuse.com
Website: www.probuse.com
Skype: mustufa_probuse
Probuse Consulting Service Pvt Ltd is an Software and Web development specialist which offers complete business application together. We are well experienced to provide a face for your business on the software and Internet level.
Probuse Consulting Service Pvt Ltd is a specialist in Odoo/OpenERP services and could give your business open source hand to drive.
Our Services
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