After you have created and added triggers to your SLA, to finalize your SLA setup, you will need to assign the SLA. There are 4 places where you can make this assignment. Customer Section, Customer/Product Association, Product Section, and Internal.

  • Customer Assignment: You can assign an SLA to be calculated anytime a Customer is assigned to a ticket by adding the SLA to their Customer in the Customer section. Each customer can be defined a specific SLA level so that your guaranteed response times on a ticket can be different depending on what customers are assigned to a ticket and their contracted SLA based on Ticket Type and Severity selection.
  • Customer/Product Association: When you are assigning a Product to a Customer, you can indicate a specific SLA that should apply. This granularity gives you the flexibility of assigning multiple SLA’s to a Customer based on the different Products that a Customer is assigned.
  • Product Assignment: Each Product can also have their own SLA’s assigned. Anytime a Product is associated to a ticket, the designated SLA would be applied.
  • Internal SLA: In addition to the typical use case for customer support, we have taken this feature a step further and allow our customers to create and define an “internal” SLA. This SLA applies to tickets which are not associated to a particular customer, and is a great way to stay on top of internal tickets. Once your SLA is defined, go to the Admin section -> My Company Tab -> Edit Properties and assign the internal SLA. This SLA will be used if there are no other SLA’s defined for your Customer/Product ticket associations.

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