Help Desk Service Level Agreement (SLA) Management

Monitor support with clarity and transparency (the way it’s supposed to be)


Starts at $695 per tech


Fully functional for 14 days

  • Service Level Agreement Management

    Monitor and maintain all levels of service agreements to deliver service targets.

  • Auto-escalations and Notifications

    Set automations for nearly any field or due date with configurable reminder and alert notifications.

  • Lifecycle Time Tracking

    Use customized monitoring reports to pinpoint bottlenecks and track performance throughout ticket lifespan.

  • Custom Visual Alerts

    Prevent service requests from falling through the cracks with custom alert color coding.

  • SMS Notifications

    Get a custom SMS text message before your client receives an SLA breach notification.

  • Permission-based Collaboration

    Allow end-users to submit service request tickets on someone’s behalf.

  1. Service Level Agreement Management

    Flexible and robust, Web Help Desk® software allows you to configure and manage Service Level Agreements that are as varied as the needs of your clients. Streamline help desk resolution by simplifying IT service management.

  2. Auto-Escalations and Notifications

    Create automated escalations for virtually any service ticket-related field and/or SLA due date. Configure tiered, date-specific reminder notifications via email and visual queuing. Different reminder intervals may also be configured based on the SLA priority of the service ticket.

  3. Lifecycle Time Tracking

    Whether your team is outlasting the SLA clock or awaiting an end-user’s response, you’ll have your finger on the pulse of the service ticket lifespan—from cradle to grave. Generate custom SLA reports with key performance indicators to pinpoint bottlenecks and promote greater efficiency through automation. Enhance customer service management by improving efficiencies within teams.

  4. Custom Visual Alerts

    With customizable color coding, text alerts, and efficiency-gaining ticket sorting, you can help ensure that as SLA breach times approach, your “hottest” tickets get the attention they require. Visual alerts create notifications to give problematic tickets the attention they need to get fixed.

  5. SMS Notifications

    Configure custom SMS text messages to send notifications before an SLA breach becomes an issue. This one automation will help keep service requests from falling through the cracks.

  6. Permission-Based Collaboration

    End-users can submit requests on behalf of another—perfect for when an employee requests someone else to act as liaison on a service ticket. In the event additional customer input is required before service can be fulfilled, a ticket status type can be selected that matches the predefined SLA timing.

See how easy it can be

Download the fully functional trial today and see firsthand how much time you will save.


Fully functional for 14 days