SupportCandy SLA 3.2.0

SupportCandy SLA is a WordPress plugin that helps you enforce service-level agreement (SLA) timings on support tickets. It applies your SLA policies to key ticket events—such as creating a ticket, changing its status, and posting replies—so response and resolution expectations stay consistent.

By checking user-defined conditions and time rules on every relevant ticket action, the plugin assigns the first matched SLA timing automatically. This supports smoother support operations, aligns customer communication with agreed timelines, and fits into existing ticket workflows built with SupportCandy, WordPress, and common admin processes like dashboard management and page-based layouts.

Main Features

• Condition-based SLA policies — Define rules using conditions and associated timing values in the plugin settings.
• SLA timing for response and resolution — Ensure tickets follow agreed response/resolution windows as actions occur.
• Automatic checks on ticket events — Evaluate SLA policies when a ticket is created, its status changes, or a reply is added.
• First matched policy applied — Add the time from the first policy that matches the ticket activity.
• Policy setup in WordPress admin — Configure SLA rules directly in the WordPress dashboard for straightforward management.
• Works with existing ticket workflows — Applies timing rules without forcing changes to your current ticket handling process.
• Consistent SLA enforcement — Keeps SLA timing aligned with real user actions, not just initial ticket submission.

Benefits

• Faster, predictable responses — Helps your team reply within the agreed SLA window based on the ticket event.
• Better ticket tracking — SLA timing updates reflect status changes and replies, improving operational visibility.
• More reliable resolution timelines — Resolution expectations stay consistent as tickets progress through different states.
• Improved customer satisfaction — Customers receive timely communication aligned with the service promises you set.
• Reduced manual effort — Automates SLA time assignment by applying the first matched policy.

Who is it suitable for?

• WooCommerce store support teams managing ticket-based customer inquiries.
• Service and maintenance providers who rely on consistent SLA response standards.
• Agencies coordinating client support workflows across multiple ticket statuses.
• Helpdesk-driven WordPress sites that need structured ticket SLAs.
• Teams that manage support through SupportCandy tickets and want timeline automation.