Business Hours & SLAs
When a ticket is created in your portal, you could set a priority to the ticket according to the subject and level of urgency expressed by the customer. In ...
Tue, 18 Jun, 2024 at 4:49 PM
When a ticket is newly created on the portal, the default status of this ticket is "open." So this is when the SLA timer begins on the ticket and ...
Tue, 18 Jun, 2024 at 4:50 PM
You could configure Business Hours on your account, based on your active time period for each day of the week. This could be done from under Admin > Serv...
Tue, 18 Jun, 2024 at 4:51 PM
From an Agent's point of view, only a reply or a public note will be classified as a response. These are the ones that could be viewed on a ticket by ...
Tue, 18 Jun, 2024 at 5:16 PM
Please navigate to Admin -> Account -> Helpdesk Settings to see the option to change the time zone. Kindly change it with respect to your locatio...
Tue, 18 Jun, 2024 at 5:17 PM