Routing, SLAs and automation · Autessa Support Desk
Customer plans and SLA tiers
Autessa Support Desk customer plans give important customers faster service. Each plan, such as Enterprise or Professional, can set a minimum priority and its own response targets, and email domain rules decide who is on which plan automatically.
The problem it solves
Your biggest customer waits in line
When an enterprise account and a free trial get the same four-hour target, the account that matters most notices. Plans encode your support tiers once, so the right customers get the right service without anyone remembering to bump them.
What you get
- Define plans with a name, a minimum priority and optional first-reply and resolution hours (blank follows the ticket’s priority).
- A ticket gets whichever is faster: its plan’s targets or its priority’s targets.
- Domain rules place customers by email address: a domain matches itself and its subdomains, and an ending like .gov matches every address that ends that way. The most specific rule wins.
- Check an address to see which plan it lands on.
- Category minimums can raise priority too, for example every Bug at least Normal; the higher of plan and category wins.
- A plan your team picks on a customer always wins over rules, and applying rules to existing customers leaves hand-picked ones alone.
How it works
How does customer plans and SLA tiers work in Autessa Support Desk?
Create plans
Settings, Customer plans: add Enterprise, Professional or your own, with minimum priority and targets.
Add domain rules
Map email domains to plans and test an address.
Apply to existing customers
New customers are placed automatically; one click places the ones you already have.
Every option
Plan settings
| Option | What it does |
|---|---|
| Plan | Name, minimum priority, first reply hours, resolution hours. |
| Default plan | Customers not matched by a rule. |
| Domain rules | Email domain or ending, mapped to a plan; most specific wins. |
| Check an address | Shows which plan an email address would get. |
| Category minimums | Optional minimum priority per category. |
| Existing customers | Apply saved rules to customers you already have; hand-picked plans are kept. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Edit plans and rules in Settings, and pick a plan on any customer by hand. |
Connected
How it connects to the rest of Support Desk
FAQ
Questions about customer plans and SLA tiers
Straight answers. If something is not covered here, book a demo and ask us directly.
Can I give enterprise customers faster SLAs?
Yes. Create an Enterprise plan with faster targets and a minimum priority, and map their email domains to it.
What if a rep picks a plan by hand?
A plan your team picks on a customer always wins over domain rules.
Can a category raise priority?
Yes. Category minimums, for example every Bug at least Normal, apply alongside the plan’s minimum; the higher one wins.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
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