OLA
Verified by FreshworksSet the Operational Level Agreement (OLA policies) and escalation reminders for groups.
Published by Freshworks(about 1 year 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.
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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
Data Management and Storage
Does your app use AI or GenAI features?
NA
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
NA
Does your app collect / process any End-User data?
NA
Does your app store any End-User data?
NA
Does your app share End-User Data with any third party entities?
NA
NA
Can the End-User data be exported?
NA
Can End-User data be accessed through your app logs?
NA
Is the End-User data encrypted at rest?
NA
Is the End-User data encrypted in transit?
NA
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
NA
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
NA
Does your app allow customers to request a custom End-User Data retention period?
NA
For more information related to privacy and security, reach out to developer support
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Version History4.0 (April 2024)
Upgraded to new ticket fields API
3.0 (February 2023)
No release notes found
2.0 (June 2021)
No release notes found