SLAs are set rules that define the level of services a customer can expect from the service providers. Your SLAs are used to determine the due by time for every ticket you create on Aritic Desk. You can also have default SLAs for your all customers or different SLAs for each customer type/tier. To set ..
With Aritic Desk, you can deliver resolution with accepted SLA and automatically escalate the ticketing issue to higher authority when there is delay. For this, please follow the below steps: – Go to Aritic Desk Dashboard > Admin > Business Rules > Service Level Agreement > New SLA. In a new modal window, inside “SLA ..
Go to Aritic Desk Dashboard > Admin > Business Rule > Service Level Agreement. Click on “New Service Level Agreement”. In a new modal window, select the ticket state, organization or customer for whom you want to create SLA inside “TICKET SELECTOR” opti..
SLA MANAGEMENT– A calendar is needed to escalations or analyzes to calculate based on business hours. Define a “standard” calendar which system-wide is valid. Only in the stated business hours escalation alerts are sent to agents. Have you for what you have to comply with different customer business hours, you can create multiple calendars. The ..