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Raise SLA Level When Complaint Tag is Added
Dynamic SLA Level Changes: Complaint Tag Integration Guide
SLA (Service Level Agreement) is often operated with multiple conditions configured. This article explains how to change SLA levels in conjunction with tag additions for high-priority inquiries such as complaints.
Prerequisites
This configuration requires multiple steps.
Tag Creation
Step 1: Complaint Tag Setup
- Create a “Complaint” tag in advance under “Settings” > “Automation” > “Tags”.
SLA Configuration
Step 2: Priority Response SLA Creation
- Under “Settings” > “Automation” > “SLA”, create a “Priority Response” SLA with shorter response times than usual.
Rule Configuration
Step 3: Automation Rule Construction
- Under “Settings” > “Automation” > “Rules”, create the following rules:
- Change the SLA level to “Priority Response” for tickets with the “Complaint” tag added
- Raise the priority order for ticket handling
Priority Order Operation
Impact of SLA Level Changes
Unlike normal SLA levels (e.g., respond within 6 hours), the “Priority Response” SLA has the following characteristics:
- Rearranges priority order regardless of chronological sequence
- Takes precedence over tickets with more than 30 minutes remaining response time
- Displays tickets with complaint tags at the top
This mechanism enables rapid response to urgent complaints.
