Set customer expectations using Service Level Agreements. Let them know when they can expect a response or the resolution of an issue.
Configure different SLAs for different agent groups, product, companies, etc. All tickets under them will be governed by these SLA policies.
Freeze the SLA timers when a ticket has certain statuses, so that your agents aren’t penalized for violating SLAs while they wait on customers or partners.
Generate shareable agent-level or helpdesk-level reports on ticket resolution and SLA adherence categorized by ticket properties.
Provide support for your products across different time zones, and allow your agents to have working hours according to their local time.
Set up multiple business hours for different groups based on their local time, and assign tickets to agents accordingly.