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Service Team SLA Tracking

Description

Service Level Agreements (SLAs) are essential for ensuring your team delivers timely and reliable support. This milestone sets up SLA tracking in HubSpot, allowing you to monitor response and resolution times against predefined goals. By configuring workflows, notifications, and custom properties, your team will stay on track to meet or exceed SLAs. A dedicated dashboard will provide real-time insights into SLA performance, helping you identify bottlenecks, optimize processes, and maintain high client satisfaction.

Process Summary

  1. Define SLA Criteria: Collaborate to establish response and resolution time goals based on client tiers, issue priority, or service contracts.
  2. Custom Properties Configuration: Create custom properties in HubSpot to track SLA metrics such as response time, resolution time, and SLA compliance status.
  3. Workflow Automation: Build workflows to monitor SLA deadlines, send reminders to team members, and escalate overdue tickets automatically.
  4. Dashboard Development: Create a dashboard to track SLA performance, including metrics like on-time resolution rates, overdue tickets, and average response times.
  5. Testing and Optimization: Test the SLA tracking system with sample tickets to ensure it functions correctly and aligns with your goals.
  6. Training and Rollout: Train your service team on SLA tracking workflows, properties, and dashboards to ensure proper usage.

Requirements

  • Input on SLA goals and criteria for response and resolution times.
  • Collaboration to define escalation processes for overdue tickets.
  • Feedback during testing to ensure workflows and dashboards align with team workflows.
  • A list of client tiers or priorities, if applicable, to tailor SLAs.

Milestone in Action

Demo video coming soon.

Key Outcomes

  • Clear tracking of response and resolution times to meet SLA commitments.
  • Automated reminders and escalations keep the team accountable and proactive.
  • Real-time insights into SLA performance through dedicated dashboards.
  • Improved client satisfaction by consistently meeting service expectations.