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Business Hours & SLAs (15)

What is an SLA and how do I create a new SLA policy?

Modified on Fri, 25 Jun, 2021 at 9:21 PM
Can individual SLA policies be set up for different companies?

Modified on Tue, 18 Apr, 2023 at 10:39 AM
When a ticket is created, does the timer start right away? How can I stop the timer when I respond to a customer?

Modified on Fri, 31 Mar, 2023 at 2:37 PM
How do I change the Due Time of a Ticket?

Modified on Fri, 25 Jun, 2021 at 9:23 PM
What is the difference between "response due" and "overdue"?

Modified on Fri, 25 Jun, 2021 at 9:24 PM
How to escalate SLA violation to another group or third party who is not an agent?

Modified on Fri, 25 Jun, 2021 at 9:24 PM
Is a private note counted as a response under SLA policies?

Modified on Thu, 21 Feb, 2019 at 11:10 PM
How to send escalation emails to unresponsive agents?

Modified on Thu, 19 Sep, 2024 at 11:15 AM
Which agent is attributed under the Tickets resolved/Resolution metric when there are multiple agents working on a particular ticket?

Modified on Mon, 17 Jul, 2017 at 8:01 PM
How to configure business hours?

Modified on Tue, 19 Sep, 2023 at 3:15 PM