Priorities, SLAs & Business Hours
Configure priorities, impact, urgency, SLAs, escalations, response targets, business hours, holidays, and calendars.
Configuring SLA Escalations and Actions
Why It Matters While your SLA targets define the timeline, escalations decide the consequences. Setting up proper escalations automates the…
Creating and Scoping SLA Policies
Why It Matters Service Level Agreement (SLA) policies define what must happen and by when, such as the maximum allowed…
Setting Up Business Hours & Holidays
Why It Matters Defining your working hours and holidays ensures that SLA timers only tick when your team is actually…
Tracking SLA Statuses on Tickets
Why It Matters Giving agents clear, highly visible countdown timers directly on the ticket interface helps them prioritize their queue…
Understanding SLA Timers and Business Hours
Why It Matters Tying your SLAs directly to your business hours ensures your resolution metrics reflect actual working time, rather…
Understanding the Ticket Priority Matrix (Impact & Urgency)
Why It Matters A standardized priority matrix automatically calculates a ticket’s true severity based on user urgency and business impact.…
