Use service level agreements (SLAs) in next-gen service desks

When you have customers waiting on requests, it helps to keep an eye on how well your team is addressing these needs. That’s where SLAs (Service Level Agreements) come in.

SLAs help you track how well you meet the level of service expected by your customers.

Project admins can create SLA goals. These will determine what types of requests are tracked and how long it should take to resolve them. They can then define the conditions and calendars that impact when these SLA measurements start, pause, or stop.

Agents can then view SLAs to see how they should prioritize each request to meet the service goals.


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