How do I create SLA & Escalations?

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• Will the same SLA work across all Departments?

  No, SLA's work only within the Department. You have to create SLA's for individual Departments.

• Can I create Pre-defined Request Templates?

  Yes, you can create pre-defined Request Templates with pre-defined set of values in the Request form fields. Customers or Support Agents can quickly select the Request Template for further action. To add new Request Template, Goto Setup >Templates ...

• How to create a request template for frequently raised requests?

  You can create Request Templates and add requests instantly using them. They can be customized individually for frequently raised issues. Just select any template relevant to the request from the Select Template drop box in the New Request from. ...

• Can I create a custom request view apart from default ones provided?

  Yes. You can create a custom view apart from the default views provided. Please follow the steps listed below to create a custom view. Move the pointer near to the View button and click

• Can I create multiple tasks for a request and assign them to different support reps?

  Yes, you can create tasks to complete specific requests related to requests. You can also create multiple tasks and assign it to various support rep so that they can work on different issues of a request simultaneously, considerably reducing the ...