Create SLA policy in SharePoint HelpDesk

This video explains how to create and manage SLA policies in Plumsail HelpDesk for SharePoint to keep your support team responsive and your tickets under control. You’ll learn what SLA metrics mean, how reply and resolution times are calculated, and how to apply different SLA rules based on ticket priority. We’ll also cover business hours, pending status behavior, and escalation actions all configured directly in SharePoint.

00:00 – Why SLA policies matter in customer support
00:18 – Introduction: SLA policies in SharePoint HelpDesk
00:55 – How SLA indicators work in the ticket list
01:35 – What an SLA policy is and when it applies
02:05 – First reply time, next reply time, and resolution time
02:38 – Pending status and how SLA timers pause
03:38 – Business hours, time zones, and holidays
04:15 – SLA policy structure: conditions, metrics, actions
05:35 – Free 30-day trial and next steps

🎯 Start your 30-day free trial (no Credit Card required):
https://plumsail.com/sharepoint-helpdesk
📖 Documentation:
https://plumsail.com/docs/help-desk-o365/v1.x/Configuration%20Guide/SLA.html
Connect with Plumsail
📧 Email: support@plumsail.com
🔗 LinkedIn: https://www.linkedin.com/company/plumsail/
❓ QUESTION: Have a question? Drop it in the comments!

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Видео Create SLA policy in SharePoint HelpDesk канала Plumsail