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

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

Last updated