When a customer submits a ticket or contacts your support team they expect to have a general idea of when their issue can be resolved. A service level agreement policy lets you set a standard for your support staff as to when you expect their ticket's to be submitted through alerts so you can be assured that when your agents are falling behind that they are being notified.
You can use SLA policies in SeamlessDesk to determine the Due By the time for each ticket. This time is determined by Respond within and Resolve within parameters you set for each level of priority of a ticket.
SLA's are the level of urgency you set to a ticket as to when it needs to be addressed. There are 4 main types of priorities you can set to a ticket.
By default, all newly created tickets are set as "Normal"
A quick guide to creating an SLA
Time priorities are the matrix of an SLA
Choosing your business hours are important so that escalation times do not bleed into a day or time that you may be out of the office.
Finally, turn your escalation alert on and you're all set to go.
When a customer submits a ticket or contacts your support team they expect to have a general idea of when their issue can be resolved. A service level agreement policy lets you set a standard for your support staff as to when you expect their ticket's to be submitted through alerts so you can be assured that when your agents are falling behind that they are being notified.
You can use SLA policies in SeamlessDesk to determine the Due By the time for each ticket. This time is determined by Respond within and Resolve within parameters you set for each level of priority of a ticket.
SLA's are the level of urgency you set to a ticket as to when it needs to be addressed. There are 4 main types of priorities you can set to a ticket.
By default, all newly created tickets are set as "Normal"
A quick guide to creating an SLA
Time priorities are the matrix of an SLA
Choosing your business hours are important so that escalation times do not bleed into a day or time that you may be out of the office.
Finally, turn your escalation alert on and you're all set to go.