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On this page
  • Creating a New SLA
  • Click "Add SLA" to create a new SLA
  • Name the SLA and choose which mailbox it runs on
  • Set the conditions that trigger the SLA
  • Configure the actions that get triggered on an SLA Violation
  • Review and activate
  1. Service Level Agreements

Creating an SLA

How to create an SLA in Keeping.

PreviousWhat are SLAs?NextSLA conditions

Last updated 1 year ago

In Keeping's settings, click on Automations in the main navigation in the left sidebar.

Creating a New SLA

Click "Add SLA" to create a new SLA

Name the SLA and choose which mailbox it runs on

An SLA can only run on a single mailbox. If you need the same SLA to run on multiple mailboxes, create an SLA for each mailbox.

Set the conditions that trigger the SLA

An SLA must have a single time-based condition, either First response time or Resolution time. You may also optionally add one or more additional conditions that must match before an SLA Violation is triggered.

Configure the actions that get triggered on an SLA Violation

When the conditions you set are triggered, a special SLA Violation tag is applied to the conversation. In addition, you may choose additional actions to run when the SLA violation is triggered.

The SLA Violation tag is a special tag that cannot be removed or edited as part of Keeping's tag feature.

Review and activate

Review your SLA and click Activate to set it in motion.

Note that SLAs are only applied to new conversations that originate after the SLA is created or updated.

SLA conditions
SLA actions
Add a New SLA
Name your SLA and choose your mailbox
Set the rules under which the SLA is triggered
Choose what actions run when your SLA is triggered.
Activate your new SLA
Add a New SLA