How do I create SLA & Escalations?
To create SLA & setup Escalation to supervisors, Goto Setup > SLA Settings > Service Level Agreement and follow the steps.
For more, refer SLA and Escalations.
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Will the same SLA work across all Departments?
No, SLA's work only within the Department. You have to create SLA's for individual Departments.
SLA Metrics Dashboard
Service Level Agreements (SLAs) are the means for tracking and managing response and resolution times in support tickets. For instance, your business may guarantee a 3-hour resolution to a downtime report, but as many as 3 days to resolve a low ...
Can I create Pre-defined Request Templates?
Yes, you can create pre-defined Request Templates with pre-defined set of values in the Request form fields. Customers or Support Agents can quickly select the Request Template for further action. To add new Request Template, Goto Setup >Templates & ...
How to create a request template for frequently raised requests?
You can create Request Templates and add requests instantly using them. They can be customized individually for frequently raised issues. Just select any template relevant to the request from the Select Template drop box in the New Request ...
Can I create a Workflow Rule without setting up Alerts, Tasks & Assignment Values?
Yes. You can create a workflow rule without setting up any Alerts, Tasks and Assignment Values to it. But remember that, no action will be performed when the workflow rule is executed. So it is important to associate a Workflow Alert or Task or ...