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IT Service Management
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Multiple SLA Policies
Flexibility that allows you to juggle multiple expectations and multiple time zones
Set custom Service Level Agreements (SLA) for multiple regions, products and business units to prioritize and deliver by suitable deadlines for each requirement.
Create and assign custom business hours to different agents and groups, and display tickets and other properties in the local time of the agent.
Save time on creating tickets by creating templates with the right form fields for different types of issues and pre-filling them with basic information.
Assign high priority to tickets needing immediate attention or configure rules for automatic ticket assignment.
Add yourself or any other agent as a watcher on a ticket to stay informed of progress and activities on the issue.
Set custom statuses to be displayed to customers to keep them informed of the work being done to resolve their issue.
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