Set expectations to enable transparency

Set customer expectations using Service Level Agreements. Let them know when they can expect a response or the resolution of an issue.

Set and track SLAs to maintan service standards

Configure multiple SLAs

Configure different SLAs for different agent groups, product, companies, etc. All tickets under them will be governed by these SLA policies.

Manage multiple SLAs for diferent type of customers

Turn off the timers when necessary

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.

Freeze SLA timers

Enable remote work

SLA reports

Generate shareable agent-level or helpdesk-level reports on ticket resolution and SLA adherence categorized by ticket properties.

Time zones

Provide support for your products across different time zones, and allow your agents to have working hours according to their local time.

Business hours

Set up multiple business hours for different groups based on their local time, and assign tickets to agents accordingly.