Create a Service Level Agreement
Service Level Agreements or SLA for short is a level of service your customers expect from you. For example, if you want to reach back out within 4 hours that can be created as an SLA that needs to be met.
In order to create an SLA, you can:
- Navigate to Routers
- Create a new router or click on an existing router
- Select SLA
- Click Create SLA
- Enter the Name of the SLA
- Select the SLA Field that will be the rule that needs to be met
- Select the SLA Field Operator and Value
- Chose the Time before an action is executed if the SLA is not met
- Chose the Action that will occur if the SLA is not met
- Send email to assignee
- Send SMS to assignee
- Re-assign
- This will re-assign to another user in the router based on availability