OLA
Verified by FreshworksSet the Operational Level Agreement (OLA policies) and escalation reminders for groups.
Published by Freshworks(about 5 days ago)
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
Here are some things you can do with the app :
1. Configure multiple OLA policies for each group and set the escalation reminders when the group does not respond or resolve the ticket on time.
2. Generate a report for each group and export the same as a PDF/CSV
3. Create multiple Scheduled reports.
4. Edit or Delete the scheduled report.
5. On the ticket level, view if the OLA is breached or not for the current group.
Limitations & Constraints:
1. Reports cannot be generated for the groups which does not have Business hours configured.
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1. Navigate to the Admin tab in Freshservice.
2. On the Helpdesk Productivity tab, click the “Apps” icon and go to “Get More Apps”.
3. Search for the "OLA" app, click the icon and then click install.
4. In the Setup page, enter the Freshservice URL.
5. Enter the Freshservice admin API key (to get the API key, click the profile icon at the top-right corner of the page)
6. Add multiple OLA configurations by clicking on the "Add OLA Policy" button.
7. Click save to install the app
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