Assigning SLAs to clients

[BillIves]

Is it possible to assign an SLA to a specific client? Is it also possible to see how long the service contract has left to run?

We are seriously considering Kayako SupportSuite to run our HelpDesk/trouble ticket system, but we need to be able to define and allocate SLAs for specific clients, and also be able to determine if they are still covered whenever they submit a help request.

Thanks

[Jamie Edwards]

Hi Bill,

Welcome to the forum and thank you for your interest in Kayako!

SLAs can indeed be assigned to users; thus, all tickets raised by the user will be ruled be the SLA plan you have assigned the user (with regard to overdue times, escalation rules and so on).



There is no built-in way to handle your contract timings; you would have to remove and add the SLA plans to users yourself at the time of expiry.

However, you can create a custom field for user accounts that can store this date. I have made an example for you below:



I hope I covered everything. If you have any more questions, do post back.