Service

Configure service levels

Set a due time for cases by priority.

How to do it

  1. Open service settings with SLA manage permission.
  2. Define hours for each priority and enable the applicable rule.
  3. Create a test case to check the calculated due time and escalation behavior.

Check your result

A manual due time can override the calculated value where the workflow allows it.

Good to know

Review business hours and staffing before promising a response time.

Still need help?

Tell us your BU code and the step where you got stuck. Do not include passwords, BU PINs, tokens or recovery codes.

Contact SupaChrome support