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How to Configure Different SLAs for Various Customers

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Distinct SLAs can be established for various customers based on their names, email addresses, or contact group names.
To find more details on how to create multiple SLAs for different customers, go through this article.

Creating multiple SLAs

To create multiple SLAs tailored to your requirements,

  1. Go to the Admin module and Navigate to the SLA section.
  2. Click the Add SLA option to create multiple SLAs.

Add_SLA.png

Defining conditions

In the Condition section of each SLA setup, you can specify the criteria for the SLA to apply. Use the following fields to set up conditions:

  • Requester: To create an SLA for an individual based on their name.
  • Requester Email: To establish an SLA for an individual using their email address.
  • Contact Group: To set up an SLA for a group of contacts.

Requester_Email.png

Define specific conditions and SLA targets for each SLA according to your requirements and expectations.

For a comprehensive guide on configuring SLA policies, refer to this article: How to Configure SLA Policies?

Note:

  • If you opt to use the Contact Group option, you can include domains in the contact group. This will automatically encompass all contacts in the respective contact group with email addresses containing the specified domains.
  • If you add a new contact with the same domain, it will be automatically included in the respective contact group.
    For detailed instructions on adding or editing contact groups, refer to this article, Adding or Editing the Contacts Groups.
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