Professional module
SLA Management
Define response and resolution targets and hold the service desk to them. Tickets show time remaining, warn before breach, and escalate automatically up a configurable ladder.
Capabilities
What it does
- Response and resolution SLA targets
- Per-priority and per-service policies
- Live countdown and breach warnings
- Automatic multi-step escalation ladder
- Business-hours aware calculations
- SLA performance reporting
More
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