SupportCandy SLA Addon

The SupportCandy SLA Addon is a premium extension designed for the popular SupportCandy support ticket system, enabling businesses to implement and manage Service Level Agreements (SLAs) automatically within their customer support workflow. This add-on is aimed at support teams, agencies, and companies that need to ensure predictable and measurable response and resolution times for every ticket received.

With this addon, administrators can define custom SLA policies based on specific conditions such as ticket status, category, priority, or request type. For example, it is possible to set that a high-priority ticket must receive a first response within a maximum of 4 hours, while a low-priority ticket can have a 24-hour deadline. The system automatically evaluates each ticket activity —creation, status change, customer or agent response— and applies the SLA policy that best matches the defined conditions.

One of the most notable features is automatic compliance tracking. The addon calculates the remaining time for each ticket and displays it directly in the ticket list, allowing agents to visually identify which tickets are within SLA and which have exceeded the set limit. Customizable colors help quickly distinguish between tickets within and outside SLA, facilitating daily work prioritization.

Additionally, the addon allows reordering SLA policies so that the most important ones have execution priority, and only the first matching policy is applied to each ticket. It also includes email notifications for the "Out of SLA" event, alerting designated recipients when a ticket has exceeded its deadline, enabling proactive management and preventing service commitments from being silently breached.

The addon integrates natively with the SupportCandy ecosystem, so it does not require complex additional configuration. Administrators can set the default sorting order of the ticket list so that overdue tickets automatically appear first, without needing to manually sort them each time.

In short, the SupportCandy SLA Addon transforms support management into a professional and measurable process, increasing team accountability, improving customer satisfaction, and ensuring that every request receives appropriate attention within committed deadlines.

• Definition of SLA policies with customizable conditions (status, category, priority, type).
• Automatic calculation of response and resolution times for each ticket.
• Display of remaining time directly in the ticket list.
• Customizable colors to distinguish tickets within and outside SLA.
• Email notifications when a ticket exceeds its deadline.
• Reordering of policies to prioritize the most important ones.
• Automatic sorting of overdue tickets for more efficient management.