Helpdesk

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Service Level Agreements (SLAs)

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In this video, learn how to create and apply Service Level Agreements to your Helpdesk teams. *Check out more Odoo tutorials* - Helpdesk Teams - Helpdesk playlist **App documentation** - SLAs - All Helpdesk docs *See what Odoo can do for you!* - Schedule a demo - Start a free trial

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1. What is the purpose of the "Working Hours" configuration in an SLA policy?

To monitor how many hours a specific employee spends on a single ticket. To define the days and hours the team works so the SLA deadline is calculated accurately. To automatically clock out employees when they reach 40 hours a week.

2. In the video's example, why does the presenter set the target for a "two-day" completion to 16 hours?

Because the team only works two days a week. Because one standard work day equals 8 hours, so two days equal 16 hours. Because 16 hours is the maximum time Odoo allows for any SLA.

3. What visual indicator appears on a ticket's Kanban card if an SLA deadline has passed without being met?

The ticket is automatically moved to the "Canceled" stage. A small siren icon starts flashing on the screen. The SLA policy tag turns red.

Helpdesk

Service Level Agreements (SLAs)

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