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This 7-step guide will cover the key concepts you need to know to get started, assist you in setting up your first SLAs, and get you ready to serve your customers with powerful SLAs, customizable notifications, and limitless reports.
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Step 1.
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We recommend setting permissions first before creating SLAs and diving into Time to SLA. This allows you to tailor your team members' permission settings to their roles.
Defining the permissions will lay the basis for everything you will create later on. On the Permissions menu, you can configure user and group-based permissions for each Time to SLA menu.
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Teach me how to set permissions |
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Create unique Calendars for each team
Your next stop is the Calendars menu. Time to SLA offers advanced customization of calendars, which means you can create as many calendars as you want for your dynamic teams.
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Before proceeding to the next step, go to Settings and pick your time zone. This will ensure that Time to SLA can make accurate calculations.
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2. Create your first SLA
Drum roll, please… 🥁
With your user permissions and calendars set in place, it’s time to create your first SLA!
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Before you move on to the next step, don't forget to:
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Did you just realize that you can’t see the SLA Panel in any of your issues? Don’t worry! One of these fixes might do the trick. |
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3. Add SLA notifiers
You never have to worry about missing deadlines thanks to Time to SLA’s highly customizable notification system. After creating your SLAs, it’s now time to set your notifications to keep people informed of what they need to know.
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Did you know that you can associate any of your goals with specific notifications? Keep an eye out for the Associate with goals function. The possibilities are truly endless.
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4. Check your customer portal settings
Your SLAs may be up and running, but you also need to be on the same page with your customers regarding who can see what and when. You can set which SLAs will be visible to your customers on the customer portal based on their request types.
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5. Recalculate your SLA data
Let’s say you used another SLA management tool before and now want to see your new SLAs on your existing issues as well. To make that happen, you need to recalculate your SLA data.
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6. Add gadgets
It’s time to create a dashboard to suit your SLA needs.
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Teach me how to add the Periodic Met vs. Exceeded SLA gadget |
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7. Create reports (whenever you need them)
Congratulations, you’ve made it to the last step!
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All systems are go! Start rocking. 🚀
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