We’re a special needs school for kids with Autism and are evaluating Freshdesk for use as an internal corporate help desk system. We need the ability to apply SLAs based on the category->subcategory and priority of the submitted ticket.
For example: assume we have a ticket category and subcategory such as: “Facilities->Building Security” and a staff member submits a ticket for this category with an Urgent priority. We need to be able to assign an SLA for this specific ticket type which likely has a very different response and resolution times than say, an Urgent priority ticket submitted with the category and subcategory “IT->Internet Access Down”.
