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 do I create a template?

  To create a new template, open the email composer, type the content of the template in the compose area, and click the drop-down next to Save Draft. From the listing, select Template. The content that you added will now be saved to the 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. ...

• How do I create a read-only ticket view?

  List views are used to group tickets based on a defined set of criteria so that you don't have to go through all the tickets in the application. For example, you can view a list of unassigned tickets or tickets that fall overdue in the next 24 hours. ...