Awesome Support Documentation

Configure Service Level Agreements (Cheat-sheet)

Before you can get started using Service Level Agreements, there are some configuration items that need to be attended to:

  1. Set up your work week hours
  2. Create one or more SLA Profiles (Policies)
  3. Assign your newly created SLA policies to ticket attributes (priorities, channels, departments etc.)
  4. Optional: Configure holiday hours

Once the first three steps listed above are completed your tickets will begin to have a due-date calculated on them along with any alerts you have defined activated.