SLA Targets are used to set response time and resolution time. You can set the priorities that must be implemented for every case or an internal ticket.
Here is an explanation of the terms mentioned in the screenshot above:
- Priority - You can categorize the issues as Urgent, High, Medium, and Low.
- First Response within - You can specify the time (number of minutes, hours, or days) within which a customer must receive the first response from the customer service agent or customer support.
- Resolve Within - Specify the time (number of minutes, hours, or days) within which a customer’s issue must be resolved by the service provider.
To know more about SLA Policies, click here