Support Candy SLA Addon
SLA (Service Level Agreement) adds the ability to track ticket times set in SLA Policies.
You can set SLA policies in settings with conditions and time. As long as there is some activity on the ticket, e.g. create a ticket, change the status, reply to a ticket, etc. The SLA policies are checked and the time of the first matching policy is added to it.
SupportCandy SLA Addon is Perfect
You can add it to your ticket list. By setting the default order in the ticket list settings, you don't need to manually sort it every time you check for expired tickets. This way, you can take action on the ticket based on SLA times and keep your customers happy.
There is a setting available to change the color within the SLA and the overdue times in the ticket list.
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