Ticketing, queues & SLA — found from sitemap — eDesk

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Facts read from this source

• SLA timers Report an error

  “You can set up SLA timers to help agents meet SLA response targets. An SLA timer represents the time period in which agents should respond to a customer message. The SLA timer is displayed in the Time Left column for a To Do ticket in the Mailbox.”

• SLA timer behavior Report an error

  “An SLA timer starts counting down as soon as eDesk receives the message from the customer. The timer stops when an agent sends a response to the customer from eDesk.”

• SLA overdue display Report an error

  “If the timer reaches zero before an agent has responded, the timer reads Overdue + [the minutes/hours/days since the SLA target was reached].”

• SLA timer todo only Report an error

  “SLA timers are displayed only for To Do tickets in the Mailbox. If an agent has a conversation with a customer via chat, the SLA timer will not begin until the chat has ended and an autogenerated To Do message for the chat arrives in the Mailbox.”

• Mailbox priority order Report an error

  “By default, messages in the Mailbox are listed in order of priority. At the top of the list is the message with the least time left in its SLA timer. At the bottom of the list is the message with the most time left in its SLA timer.”

• Company SLA timer Report an error

  “Company SLA timer The Company SLA timer is designed for customer messages that are answered during business hours only. You can set up your business hours in eDesk, and specify the SLA response target for the timer. The timer counts down during business hours only and pauses outside of office hours.”

• Marketplace SLA timer Report an error

  “Marketplace SLA timer. The Marketplace SLA timer is designed for customer messages originating from a marketplace with an SLA that does not factor in-office hours. By default, the timer is set to the SLA response target for that marketplace. Amazon, for example, expects sellers to respond to customers within 24 hours of receiving the message. You can overwrite the default value for the SLA timer. The timer counts down irrespective of your business hours. You can set a Marketplace SLA timer for each marketplace that your business uses.”

• SLA admin requirement Report an error

  “You’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.”

• SLA configuration path Report an error

  “Go to Settings → Mailbox Settings → Channels. Click on the channel you wish to set up an SLA timer for and select Mailbox.”

• SLA new messages only Report an error

  “When you update the SLA response targets for your SLA timers, it affects only the timers for new messages that arrive in eDesk after the change has been saved. The new SLA response targets are not applied to old messages that had already arrived in eDesk before the change was saved.”

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Scores citing this record

• The Agent Advocate Ticketing, queues & SLA
• The Data Protection Officer Ticketing, queues & SLA
• The Shop Operator Ticketing, queues & SLA
• The Integrator Ticketing, queues & SLA
• The Skeptic Ticketing, queues & SLA
• The Support Lead Ticketing, queues & SLA