Plugin
Updated
Support Candy SLA
SupportCandy SLA by Support Candy is an add-on for the SupportCandy helpdesk plugin. It lets you define Service Level Agreements that set how quickly your team should respond to and resolve tickets, then tracks those deadlines on every ticket and alerts staff when one is missed.
- Version
- 3.2.3
- Released
- Sep 29, 2026
- Developer
- SupportCandy
- Type
- WordPress plugin
- Requires
- SupportCandy
- Licence
- GPL
- Included in
- Every plan, or $3.99 a year on its own
What’s new in Support Candy SLA 3.2.3
Version 3.2.3 · Sep 29, 2026
Latest
- FixedImproved dashboard performance.
What it does
Support teams often promise customers a response within a set time, yet keeping track of those promises across a busy queue is hard. This add-on brings SLA rules into the SupportCandy ticketing system so the deadlines live right on the tickets. You create policies that set first response and resolution timeframes, such as giving urgent tickets a first response within four hours, and the add-on applies the matching policy based on ticket details and activity.
Once policies are in place, SLA times are calculated and shown on each ticket, so agents can see what needs attention first. Deadlines are monitored as tickets change, and you can set up email alerts for Out of SLA events so staff and supervisors know right away when a deadline slips. It works as an extension of SupportCandy, keeping your existing ticket workflow intact while adding deadline tracking to it.
Best for
- Businesses running customer support through SupportCandy
- Support teams with promised response times
- Supervisors who need alerts about missed ticket deadlines
Features
Multiple SLA policies
Create several SLA rules based on ticket priority, type or other conditions, so each kind of request gets its own response and resolution timeframe.
Automatic policy matching
The add-on applies the most appropriate SLA policy to a ticket based on its details and activity, without agents picking one by hand.
SLA times on tickets
SLA times are calculated and displayed on each ticket, helping agents decide which requests to handle first.
Ongoing deadline tracking
Deadlines are monitored as tickets evolve, with active SLA policies checked continuously so the displayed timing stays current.
Out of SLA email alerts
Set up email notifications for Out of SLA events so support staff and supervisors hear about a missed deadline right away.
Works inside SupportCandy
Runs as an extension of the SupportCandy plugin, so your current ticketing workflow stays the same while SLA management is added on top.
Support Candy SLA older versions
- 3.2.2Sep 22 fixes
- 3.2.1Jul 301 fix
- 3.2.0May 262 fixes
- 3.1.9Apr 14
- 3.1.8Jan 28
- 3.1.7Dec 24, 2025
- 3.1.6Nov 21, 2025
- 3.1.5Oct 9, 2025
- 3.1.4Oct 8, 2025
- 3.1.3Aug 17, 2025
Members and buyers of this product can download older versions.
19 older versions in all. If you need one that is not listed, ask support.
Questions about Support Candy SLA
Do I need SupportCandy to use this add-on?
Yes. This is an extension of the SupportCandy ticketing plugin and works within it. It adds SLA policies, deadline tracking and Out of SLA alerts to the tickets SupportCandy already manages.
Can I set different deadlines for urgent and routine tickets?
Yes. You can define multiple SLA policies based on ticket priority, type or other conditions. For example, urgent tickets could require a first response within four hours while routine inquiries get a longer timeframe.
How will my team know when a deadline is missed?
You can configure email alerts for Out of SLA events. These notify support staff and supervisors as soon as a ticket passes its SLA deadline, which helps keep the team accountable.
Does it cover resolution time as well as first response?
Yes. SLA policies define timeframes for both responding to and resolving customer tickets, and the add-on tracks those deadlines as tickets change.
Is Support Candy SLA free?
The code of Support Candy SLA is licensed under the GPL, so anyone may use, change and share it. GPL Feast is a paid service: a plan or a single purchase gives you the download and automatic updates. The developer's own support, licence key and online services are not included.
Which version of Support Candy SLA is this?
Version 3.2.3, released Sep 29, 2026. New versions appear here when the developer publishes them, and members get them as automatic updates.
How do I update Support Candy SLA?
Install the free GPL Feast Updater on your site and connect it with your API key. It installs new versions of Support Candy SLA automatically and keeps a backup, so you can roll back.
What does Support Candy SLA need?
Support Candy SLA needs SupportCandy installed and active.
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