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Download Module & Docs Overview Easy Installation in your Portal Friendly Interface Operators and Support Teams Support Tickets and Tasks Contracts and SLA settings Configure your Helpdesk and CRM Email Notifications and Alerts CRM: Contacts and Companies Attachments Manager Add your customizable fields Show and Hide fields as you wish Transform POP3 email into Tickets Knowledge Base Statistics and Charts Full localization and CSS support

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Contracts and SLA Settings

  BizSuite allows you to record support Contracts for each of your Companies and Contacts. By using Contracts, you can limit the number of Tickets that a Company or Contact can open before a new Contract has to be signed. Also, you can specify the SLA time and level for each Contracts, that is, the quality or urgency of the Support given; normally, the high level support Contracts offer the fastest response and solution to Tickets.


By creating Contract Templates it will be easy to register new Contracts for your customers. First, you create a Template for any type of support level you will offer; then, register each single Contract instance for all your signing customers.


When Adminsitrators set a Response and Solution limit (in hours), Helpdesk will help to easily track the Tickets that are close to Out of SLA. For default, when logged as Operator, a column in the "Search Ticket" page will show progress bars to quickly inform you about the SLA status and remaining time.
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