FAQs in this section
What are SLAs?
When a case's SLA status says Time Left, what does this mean?
How will SLAs benefit me?
I have a Sales Starter edition of Vtiger CRM. Can I configure SLAs in this?
What are the types of SLA I can create in the CRM?
What is a Customer SLA?
What is an Internal SLA?
How can I configure an SLA Policy?
What is difference between Business Hours and Calendar Hours?
What are the SLA Targets?
Why should I set SLA Targets? What is its importance?
My SLA policy is based on Business Hours. What will happen if I don't set SLA Targets?
I want to get alerts before an SLA violation happens. Can I configure this?
I need to be notified when an SLA violation happens. Can I configure this?
I don't want the SLA Timer to be running in certain case states. Is this possible?
Why are SLA Statuses necessary?
I saw the SLA status as Fulfilled in a Case. What does this mean?
My case is in New status, what will the SLA timer do??
How will I know when an SLA has been violated on a case?
How can I understand the dependency of cases on SLAs?
I am waiting for my customer to reply on the case. Will the SLA timer still run?
When will the SLA timer on a case stop?
What happens when a Case or an Internal Ticket gets escalated?
The case is resolved. But I can see a + sign in the status. What does this mean?
Where do I create an SLA policy in the CRM?

The case is closed, but the customer has replied to it. What will happen to the status of the case?

When a customer replies to a case that is resolved, the status reverts to Open and the SLA clock resumes.
To know more about SLA Policies, click here.  
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