Operating manual
SLAs and calendars
Define operational deadlines by priority.
Before you begin
- Department management, calendar and time zone.
Step by step
Choose department and inspect days/windows/holidays.
Configure first response and resolution by priority and save.
Inspect a ticket and queue SLA filter.
The result to check
Deadlines use the working calendar.
Limits and considerations
- Separate from supplier dates and hosted-service contractual uptime.
Continue with related guides
Service deskWorking a ticket and collaborating
Assign responsibility and retain a useful history.
↗AdministrationCalendars, capacity and leaveMaintain consistent availability for forecasts, sprints and expected hours.
↗Service deskSearch, filters and saved viewsReopen a meaningful queue without rebuilding its criteria.
↗THE NEXT STEP
Keep following the thread.
Explore the tools or compare plans for your team.