Cayzu Help Desk Support

How can I add a new SLA policy for a specific company or group?

Updated: 09/25/2018
Article #: 182

SLA policy's can be set at a brand, company specific level or for a group.  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 for a specific company or group follow these steps: 

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

Step 2. Click Admin (left menu)

Step 3. Click Personalize and then Click Manage Business Rules 

Step 4. Click Create New SLA Policy 

Step 5. Name the Policy and provide a brief description

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




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

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

Step 9. Now from under Apply Policy, Select the "Company Name" or "Group" condition and select the applicable company(s)/groups(s) that you will be governed by this SLA. 

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




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