Ticket SLAs (Service Level Agreement) are setup up per instance. Administrators have the ability to setup a First Response SLA and a Resolution SLA, per priority type. Once the SLA of the ticket expires the ticket will be marked as Overdue

The following 4 pre-defined priority types exist: (in order of priority)

  1. Urgent
  2. High
  3. Medium
  4. Low


First Response SLA - Agents need to response to a new Low priority ticket within 240 minutes (4 hours)

Resolution SLA - A Urgent priority ticket's status must be set to Resolve within 60 minutes (1 hours)

Default settings will only exist on activation of the CRM module, however you may edit them at anytime.

How to edit Ticket SLA

Click on the CRM Contacts icon and select menu item Ticket SLA

Click on the arrow icon next to the Priority you which to update

Click on the Edit button

Edit the number of minutes for either or both of the SLAs and click on Save

Return to the Ticket SLA list if you which to view or edit another SLA