Creating an SLA
How to create an SLA in Keeping.
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.
SLA conditions
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.
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