SLA Management


AI & Cloud Software Suite and SaaS enabled Platform for Support Team to set a due time for tickets based on the channels, customers and the status of the ticket for managing tickets to resolve customer issues faster


Products / glosys One / glosys Desk / SLA Management




glosys SLA Management Overview

glosys SLA Management, One of the components of glosys Desk Platform, provides AI & Cloud Software Suite and SaaS Applications and Services for Support Team to set a due time for tickets based on the channels, customers and the status of the ticket for managing tickets to resolve customer issues faster in the digital world

Features We offer

Temporal SLA Execution



Execute the created tickets depending upon the accounts associated

SLA Violations Management



In the case of SLA violations, escalate the overdue tickets automatically to the relevant manager or agent to manage tickets more efficiently.

SLA driven Tickets Management



Redistribution of workload based on SLA compliance rates

AI enabled Notifications



Automated Notifications for Agents and escalations to Managers

Tickets Monitoring and Team performance



Machine Learning based Collaborative Ticketing and Activity Logs. Track number of overdue tickets, SLA breaches, and average response times with respect to team performance

Meet Your Customer Support Objectives & Needs