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.
- 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 the service provider must resolve a customer’s issue.
To learn more about SLA Policies, click
here.