Tracking and evaluating performance with an SLA

An SLA helps you to measure the level of service performance of your team, and also provides insights into where improvements can be made.

In this recipe, we will set up a new SLA metric for our service desk, where we will measure the amount of time it takes for the team to solve customer requests. However, we will not take into account the amount of time spent waiting for additional information from customers.

How to do it...

To set up the SLAs, perform the following steps:

1. Browse to the service desk that you want to set up SLAs for.
2. Click on the Project settings option in the lower-left corner of the screen.
3. Select the SLAs option from the panel on the left-hand side.
4. Click...