Track response and resolution times for support tickets with the SLA module so you meet commitments to customers.
Introduction
What is SLA in the CRM
An SLA (service level agreement) defines targets for how fast you respond to or resolve support requests. The SLA Module in Piraja works with Tickets so you can set response or resolution targets and see which tickets are at risk of breaching them.
You need Tickets and SLA enabled for your business. See How to Set Up Customer Support with Tickets and How to Manage Service Level Agreements for setup.
Setting up SLA for tickets
Define SLA targets
- In the SLA module or settings, define one or more SLA policies (e.g. "First response within 4 hours", "Resolution within 24 hours").
- Link the policy to Tickets or to ticket priority so that when a ticket is created, the right SLA applies.
- The system then tracks time to first response and time to resolution (or the metrics you've configured) against that target.
Using SLA in daily work
View at-risk tickets
- In Tickets or SLA views you can filter or sort by SLA status (e.g. at risk, breached) so the team prioritises tickets that are close to or past the target.
- Open a ticket to see its SLA countdown or time remaining (if the app shows it), and assign or respond before the breach.
Respond and resolve on time
- First response: Reply to or acknowledge the ticket within the response target.
- Resolution: When the issue is fixed or the request is fulfilled, close or complete the ticket so the resolution time is recorded. Meeting SLA consistently improves customer trust.
Best practices
- Set realistic targets so the team can meet them most of the time.
- Review at-risk tickets daily and assign or escalate as needed.
- Close tickets when done so resolution time is accurate.
Frequently asked questions
Can I have different SLAs for different priorities?
That depends on the app. Often you can define multiple SLA policies and tie them to ticket priority (e.g. urgent = 1 hour response, low = 24 hours). Check the SLA module or admin settings.
What counts as "first response"?
Usually the first reply or acknowledgment from your team to the customer (e.g. a ticket comment or email reply linked to the ticket). The system records the time from ticket creation to that first response.
What if we breach SLA?
The ticket is typically marked as breached. Use that data to improve processes and staffing. You may be able to see breach reports in the SLA or Tickets module.
Who can I contact for help?
Contact support at support@piraja.io.
Conclusion
Use the SLA Module with Tickets to set response and resolution targets and track at-risk tickets. For full setup see How to Manage Service Level Agreements and the SLA Module guide.