How to Set Up SLA?

· 1 min read
How to Set Up SLA?

Service Level Agreement (SLA) timing for the tickets is important to streamline the ticket assignment and resolution process. It plays a crucial role in customer experience and has an effect on retention rates.

Follow these steps to set SLA timing in the Support Box of Corefactors CRM.

  1. Go to Support Box (insert symbol) from the menu bar on the left side of the Corefactors AI CRM screen
  2. Click on Ticket Configuration (insert symbol) present on the top right corner of the Support Box
  3. Select SLA Time Setting
  4. Click on Add SLA Setting
  5. Enter the SLA Name for your reference and the description (optional)
  6. You can set the Ticket Assign Time, First Response Time, and Resolution Time of different tickets based on their level of priority
  7. Click on the Save button