How to configure the SLAs
To establish company SLAs for your tickets, you should follow the steps below.
Last updated
To establish company SLAs for your tickets, you should follow the steps below.
Last updated
Step 1: Go to the Settings > Helpdesk > SLA tab and click the + icon.
Step 2: Fill out the section below for the definitions of SLAs.
Name: Give a name for your SLA definition.
Respond / Resolve SLAs: Specify the timeframes that should be considered urgent for the ticket.
SLA Conditions: Define the SLA conditions according to "Match All of the conditions (AND), (OR)". You can choose many different conditions that use the + Add button.
SLA Violation: Please define the escalation rules for ticket SLAs that have been violated.
You should watch the video for this configuration.
