Question

Every response SLA

  • 28 December 2021
  • 2 replies
  • 8 views

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We’re using freshdesk as ticketing system within teams. Care function and supporting function. I’m looking to get an SLA of every response for my team (care function) and another SLA for every response for each supporting function.


2 replies

Userlevel 5
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Hello @yousry,

 

For your business requirements, you can set up multiple SLA policies within Freshdesk so that you can calculate SLA metrics individually for different teams configured in your helpdesk. Please check out this article to get detailed insights on the same.

 

Cheers!

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Thanks @hemanth.ramya 

 

As I mentioned, we’re using freshdesk as an internal ticketing tool. Which means the creator of the ticket is also a function within a team. The SLA I’m requiring is the every response from the ticket creator as well.

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