SLAs and automation

Promise reply times, assign tickets by themselves and let rules do the routine work.

Business hours

Set your working days, hours and holidays in Settings > Business hours & holidays. SLA clocks can count only that time, and stop while a ticket is on hold.

SLAs

An SLA says how fast you reply and resolve at each priority. In Settings > SLAs you set the times and who to tell: for example the owner when time is nearly up, then a supervisor an hour later.

Each ticket shows the time left. A missed promise is recorded in your reports.

Assignment

Settings > Assignment rules gives tickets to people by themselves: in turn, or to the least busy agent, with a limit per agent. Business can also assign by skill.

Workflow rules

Settings > Workflow rules act when something happens. Choose the event, the conditions and the actions: set a field, assign, reply, tag or send an alert.

• Notification rules tell the right people.
• Time-based rules act on tickets that have sat too long.

Blueprints

A blueprint is a process in steps, with the fields and owner needed at each one. Use it for work that must always go the same way, such as a return. On Business, you can make the status change only through those steps.

Macros and saved replies

These are for agents to use by hand. See Work on tickets.