SLA

Resolve tickets within Service-Level-Agreement

An SLA (Service-Level-Agreement) is an arrangement to meet targets for replying to the Tickets within a certain time frame. SLA rules ensure that requests are handled in a timely manner. These can be combined with other business rules to ensure efficient handling of tickets by you or your support representatives. With BeezDesk you can filter tickets by SLA, and run detailed reports to get an overview of all missed and achieved SLA.

Support for Business hours

Set business hours so that your SLAs count only during specified time periods with a possibility to exclude holidays.