Ticketing, queues & SLA — found from sitemap — Zammad

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Facts read from this source

• SLA types Report an error

  “There are three types of SLAs:”

• SLA response definition Report an error

  “Incoming messages from customers are assigned a response SLA, which sets a deadline by which an agent must respond to the customer.”

• SLA solution definition Report an error

  “Each individual problem or report is also assigned a solution SLA, which sets a deadline by when the ticket must be closed or resolved.”

• SLA problem based Report an error

  “Issue-based SLAs assign specific deadlines to certain types of tickets.”

• SLA calendars Report an error

  “A calendar is required to calculate escalations or evaluations based on business hours. Define a "standard" calendar which is valid throughout the system.”

• SLA multiple calendars Report an error

  “If you have customers for which you need to comply with different business hours, you can create multiple calendars.”

• SLA scope by ticket groups Report an error

  “Specify the ticket groups for which the SLA is to apply (these can also be arbitrarily combined and thus specified)”

• SLA times Report an error

  “First Response: Timeframe for the first response (external call, email) --> Update Time: Timeframe for every following response (external call, Email) --> Solution Time: Timeframe for solving the problem (status: closed)”

• SLA times optional Report an error

  “It is up to you if you set one, two, or all three times.”

• SLA escalation notification Report an error

  “When the SLA time is reached, the ticket escalates. Now all agents which have activated the corresponding setting will receive a notification.”

• SLA calendar business hours notifications Report an error

  “Escalation notifications are only sent to agents during the specified business hours.”

• SLA documentation Report an error

  “You can read more about SLAs in our Admin-Documentation.”