SupportCandy Service Level Agreement Addon GPL Overview:

SLA (Service Level Agreement) adds the ability to keep track of ticket timing set in SLA Policies. You can set SLA policies in settings with conditions and time. Whenever there is any activity in the ticket e.g. create a ticket, change status, reply ticket, etc. SLA policies are checked for it and add first matched policy time to it. You can add it to your ticket list. By setting it default order by in ticket list setting, you do not need to order it manually every time to check overdue tickets. This way, you can take actions on tickets as per SLA timings and keep your customers happy.