SLAs & teams
Response and resolution targets per priority, and support teams.
Service-level agreements set how fast tickets must get a first response and a resolution, by priority. The due times are stamped on every ticket and breaches are counted, escalated and reported.
- Where
- Customer Service › SLA policies and › Teams
Review the policies
One policy per priority — low, normal, high, urgent — with first-response and resolution targets in hours.
Set up teams
Teams group agents (Customer Support, Field technicians); a team's e-mail address routes inbound mail to it.
Watch compliance
The overview's SLA breached and SLA compliance come from these targets. A scheduled SLA check escalates breached tickets automatically.