SLA policy's can be set at a brand, company or group level. The SLA will define the time that a ticket requires a response on after being initially submitted to you.

SLA policies can be set granularly on a ticket's priority.  

For example, a ticket coming in as Urgent could have a different SLA policy from another ticket coming in as Medium.  


To add an SLA policy at the brand level follow these steps and/or watch our YouTube Tutorial:

1. Log in to the Cayzu help desk portal with an administrative account.

2. Click Admin (left menu)

3. Click Business Rules & SLA.

4. Click Create New SLA Policy.

5. Name the Policy and provide a brief description

6. Now fill in the time policy matrix for each ticket priority and select for the priority to use either Calendar or Business Hours.  

7. If you would like to enable escalations when SLAs are violated, toggle the Escalation Email button to ON.

8. Set up your escalation hierarchy by defining when a ticket must be escalated, and which agent should get notified. 

9. Now from under Apply Policy, Select the "Brand" condition and select the applicable brand(s).  

10. Click the SAVE button to complete the SLA policy setup.





Want more information on Cayzu Helpdesk, visit: https://www.cayzu.com.