Helpdesk & SLA Management
Configure SLA rules, manage complaint escalations, and track resolution metrics.
Overview
- SLA Configuration - Set response and resolution times per category
- Automatic Escalation - Overdue complaints escalate automatically
- Escalation Hierarchy - Committee Member → Secretary → President
- SLA Metrics - Track compliance and performance
SLA Configuration
Society admins can configure SLA rules per complaint category from Settings → Helpdesk → SLA Configuration. Set how quickly complaints must be acknowledged and resolved based on their type and priority.
SLA Parameters
| Parameter | Description | Default |
|---|---|---|
| First Response Time | Maximum hours to acknowledge complaint | 24 hours |
| Resolution Time | Maximum hours to resolve complaint | 72 hours |
| Priority | Default priority for category | Medium |
| Business Hours Only | Count only business hours toward SLA timers | Off |
Priority Levels
| Priority | Response Time | Resolution Time | Examples |
|---|---|---|---|
| Critical | 1 hour | 4 hours | Fire safety, water main burst |
| High | 4 hours | 24 hours | Elevator breakdown, power outage |
| Medium | 24 hours | 72 hours | Plumbing issues, intercom repair |
| Low | 48 hours | 168 hours | Painting, landscaping requests |
Escalation Rules
Default Escalation Hierarchy
- Level 1: Assigned to Committee Member (after SLA breach)
- Level 2: Escalated to Secretary (after 24 more hours)
- Level 3: Escalated to President (after 24 more hours)
Escalation rules can be customized per SLA configuration from Settings → Helpdesk → Escalation Rules. You can set which role is notified at each escalation level and how many hours after a breach the escalation triggers.
Manual Escalation
Admins and authorized users can manually escalate a complaint at any time. Open the complaint detail page, click Escalate, and provide a reason. The complaint is immediately moved to the next escalation level and the responsible user is notified.
SLA Metrics
View SLA performance from Reports → SLA Metrics. Metrics include overall compliance rate, average first response time, average resolution time, and per-category breakdowns showing which complaint types are most frequently breached.
Automatic Escalation
GateFlux automatically checks for overdue complaints every 30 minutes and triggers escalations based on your configured rules. No manual action is required — the system handles escalation continuously in the background.
Notification Flow
When a complaint is escalated, notifications are sent to:
- The user the complaint is escalated to
- The original complainant (resident)
- Previous assignee (optional)
Required Capabilities
| Action | Required Capability |
|---|---|
| View SLA configurations | helpdesk.sla_view |
| Manage SLA configurations | helpdesk.sla_manage |
| View all tickets | helpdesk.tickets_view_all |
| Escalate tickets | helpdesk.tickets_escalate |