Body
Intended Audience: Application Administrators (Internal)
This article is intended for Application Administrators. If this is not a public article, it may not be intended for outside communication; please review the Related Articles pane for any related public-facing articles. This article may be public but intended for specific roles. If this article does not suit your needs, please leave feedback or locate a related article as previously directed.
Summary
This guide details how to create a Service Level Agreement (“SLA”) within a TeamDynamix ticketing application. SLAs provide a timeline for how long agents have to initially respond to a submitted form or ticket and how long they have to resolve that form or ticket. Additionally, these SLAs can dictate what events should occur if these deadlines are not met.