Support Contracts with SLAs to specific subscriptions

Support Contracts with SLAs to specific subscriptions

I have 2 main questions:


1. When I create a support contract for an account, I can associate an SLA and a product with that contract.

I would like to know if it is possible to activate the SLA of this contract only when a ticket is opened that contains the same product specified in the contract, and thus, we can have multiple SLAs and contracts for my customers accounts.


2. My clients (1 Account) can have multiple software or multiple subscriptions contracted with us.

For each subscription, they can have different SLA plans.

My goal is to create a custom module called "Environments", where all the subscriptions that the client has contracted with us will be listed.

I would like to know if it is possible to associate an SLA or a contract with an Environment (maybe with lookup fields).

That way, just like in the first case, where we were able to associate the SLA by product, I could associate the SLA by the Environment in which the client opened the ticket and have different SLAs for each subscription he has.




      • Sticky Posts

      • Webinar 2: Supercharged customer support for growing business

        Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

      • Customize Colors of your Customer Self Service Portal

        You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green

      • Edit and Delete options in Comments

        A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

      • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

        In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

      • Announcing the New and Improved Article Editor

        KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it.  We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!