Available for the following HR Classic plans: Premium, Platinum
Available for the following EmploymentOS v1 plans: Plus, Unlimited
Available for the following EmploymentOS v2 plans: HR Engage, HR Elite, Unlimited
Available for the following users: Admin
Service level agreement (SLA) targets set how quickly your agent team aims to respond to and resolve tickets. You can set targets for a whole board, or for a single Request form. You can also choose what happens when a target is missed, and ask submitters to rate their experience once a ticket is resolved.
Before you start, make sure you have a board. See Create request forms and manage your team's tickets.
This article explains how to:
- Set SLA targets for a board
- Set different SLA targets for one form
- Escalate when an SLA target is missed
- Collect satisfaction ratings
- Further information
Set SLA targets for a board
Targets are optional. A board with no targets still tracks tickets, but shows no SLA status. Setting board targets needs the Manage Request Ticket Settings permission.
- Log in to Employment Hero and go to Settings > Security & Access Control > Request Ticket Settings.
- Find the board and, under Actions, select Edit.
- Open the SLA targets section.
- For Time to first response and Time to resolution, enter a value and choose minutes, hours or days.
- Choose whether targets are measured in business hours or calendar hours.
- Select Save.
Helpful Hint
New targets apply to tickets submitted after you save. Tickets already in progress are assessed against the targets in place when they were submitted.
Set different SLA targets for one form
Use this when one form is more urgent than the rest of the board. A form's own targets replace the board's targets for tickets from that form. You need the Request form permission, or to be an agent on the form's board.
- Log in to Employment Hero and go to Compliance > Forms.
- On the Request form, select the three dots (⋮) > Manage Form.
- Select the Settings tab and open the SLA targets section.
- Enter the targets in the same way as for a board.
- Save the form.
Escalate when an SLA target is missed
Escalation alerts the right people, and can email the submitter, without anyone watching the clock. It runs once for each missed target on a ticket. It only works on a board that has SLA targets.
- Open the board's settings as described above and go to the Escalation section.
- Turn escalation on.
- To alert your team, add the Notify individuals or teams action and choose who receives it. The alert includes the ticket identifier, the submitter's name and how overdue the ticket is.
- To email the submitter, add the Send follow-up email to submitter action. Enter a subject and a message. You can use placeholders for the ticket identifier, the submitter's name and the board name. A preview updates as you type.
- Select Save.
Helpful Hint
If escalation is on but the board has no SLA targets, the page shows "Escalation requires SLA targets to be set." and nothing is triggered.
Collect satisfaction ratings
When a ticket is resolved or closed, the submitter receives an email asking them to rate their experience.
- Open the board's settings as described above and go to the Satisfaction rating section.
- Turn the rating on.
- Choose Thumbs up/down or 1–5 stars.
- Select Save.
Further information
Both clocks start when the ticket is submitted. Time to first response is met when an agent first posts a comment or updates the ticket status. Time to resolution is met when the ticket is marked Resolved or Closed.
Business hours count only working hours. Calendar hours count every hour, including nights and weekends.
Only submitters who are real users. No email is sent for tickets submitted anonymously or through a system integration. The rating link expires after 7 days. After rating, the submitter sees "Thank you for your feedback."
No new rating emails are sent. Ratings already collected stay in your reports.