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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| Member Posts: 41 Join Date: Oct 2006 | SLA Question -
16-01-2007, 12:13 AM
We have a customer that needs 5 different SLA's and these need to be chosen when the ticket is opened. We need for the customer to be able to choose the Severity Level at the time they open the ticket. Severity 1 - 1 hour response time and 4 hour resolution Severity 2 - 4 hour response time and 8 hour resolution Severity 3 - 8 hour response time and 24 hour resolution etc. How can I accomplish this goal?? |
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(#2)
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| Chief Executive Officer  Posts: 2,829 Join Date: May 2003 |
16-01-2007, 06:49 AM
Hi, When creating a SLA Plan you can link it to a single or a set of priorities. Have a look at Admin CP > SLA's > Insert SLA section. Hope that helps. Regards, Varun Shoor -------------------------------------------------------------------
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