Use service level agreements in team-managed projects

SLAs help your team keep track of how well your team addresses your customers' needs by helping you track how well you meet their expected level of service.

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

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