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SLA Status Default/User defined

	Respose	Resolve
Urgent	3 hrs	3 hrs
High	3 mis	3 mis
Medium	5 days	5 days	*Default*
Low	7 days	7 days

Assigned Support Agents (4)

Oliver Smith

Senior IT Support Specialist

Ava Johnson

Network Administrator

Liam Carter

Systems Analyst

Emily Davis

IT Helpdesk Technician

Escalation Contact Points (2)

Noah Thompson

IT Security Analyst

Sophia Martinez

Technical Support Engineer

SLA Status Default/User defined

	Respose	Resolve
Urgent	3 hrs	3 hrs
High	3 mis	3 mis
Medium	5 days	5 days	*Default*
Low	7 days	7 days

Assigned Support Agents (4)

Oliver Smith

Senior IT Support Specialist

Ava Johnson

Network Administrator

Liam Carter

Systems Analyst

Emily Davis

IT Helpdesk Technician

Escalation Contact Points (2)

Noah Thompson

IT Security Analyst

Sophia Martinez

Technical Support Engineer

SLA Status Default/User defined

	Respose	Resolve
Urgent	3 hrs	3 hrs
High	3 mis	3 mis
Medium	5 days	5 days	*Default*
Low	7 days	7 days

Assigned Support Agents (4)

Oliver Smith

Senior IT Support Specialist

Ava Johnson

Network Administrator

Liam Carter

Systems Analyst

Emily Davis

IT Helpdesk Technician

Escalation Contact Points (2)

Noah Thompson

IT Security Analyst

Sophia Martinez

Technical Support Engineer

SLA Status Default/User defined

	Respose	Resolve
Urgent	3 hrs	3 hrs
High	3 mis	3 mis
Medium	5 days	5 days	*Default*
Low	7 days	7 days

Assigned Support Agents (4)

Oliver Smith

Senior IT Support Specialist

Ava Johnson

Network Administrator

Liam Carter

Systems Analyst

Emily Davis

IT Helpdesk Technician

Escalation Contact Points (2)

Noah Thompson

IT Security Analyst

Sophia Martinez

Technical Support Engineer

SLA Status Default/User defined

	Respose	Resolve
Urgent	3 hrs	3 hrs
High	3 mis	3 mis
Medium	5 days	5 days	*Default*
Low	7 days	7 days

Assigned Support Agents (4)

Oliver Smith

Senior IT Support Specialist

Ava Johnson

Network Administrator

Liam Carter

Systems Analyst

Emily Davis

IT Helpdesk Technician

Escalation Contact Points (2)

Noah Thompson

IT Security Analyst

Sophia Martinez

Technical Support Engineer

There is no subcategories created yet.

1.Set your selected subcategory SLA Policy

Priority	Respond Within	Resolve Within	Default priority
Urgent
High
Medium
Low

2. Your default reminder policy

5 mins before response time ends: Reminder to admin to assign ticket and reminder to agents to begin action.

5 mins before resolution time: Reminder to agent to resolve ticket and to the admin to follow up with the agent.

3. Your default escalation policy

Immediately after response time ends: Reminder to admin to assign ticket and reminder to agents to begin action.

Immediately after resolution time: Reminder to agent to resolve ticket and to the admin to follow up with the agent.

Select recipients you wish to send escalation notice to

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