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Multi-Channel Ticketing System
Service Level Agreements (SLA) Settings
Service Level Agreements (SLA) Settings
About Service Level Agreement (SLA) Policies
Set standards for your support team to meet with Service Level Agreement (SLA) policies. When you create an SLA policy, you define the conditions that apply it to tickets. You can set different response and res
Creating New SLA Policies
Set performance standards for your support team by creating Service Level Agreement (SLA) policies. SLA policies allow you to define response and resolution time targets and apply them to tickets based on your
Managing Your SLA Policies
Use your SLA Policies page to manage all your policies from one central location. Here you can enable or disable policies, reorder your list to affect the order in which policies are matched with tickets, and m
Viewing Tickets by SLA Policy Time Targets
Add the "SLA" filter to Views to show tickets with or without SLA policies. Choose from several options to show tickets by response or resolution time target ranges. Set active target filters to show tickets wi
Viewing SLA Policy Details on Tickets
Always know how much time you have to meet your SLA goals. View response and resolution time targets by hovering over SLA targets on tickets and ticket previews. Tip:Sort your ticket lists by Closest response S
