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Tickets SLA Tracking

SLA charts enable tracking your ticketing handling performanceThe 'Response Time' and 'Resolution Time' charts...
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How to exclude dates from the SLA business hours?

Overview: In some cases, such as holidays and national holidays, it is important to add exclude dates to your SLA business hours. This will make sure that...
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How do I set the SLA tracking?

SLA (Service Level Agreement) Tracking allows you to get a clear picture of your support performance and activity.  Tickets that are waiting for...
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How can I track SLA for a certain label?

  To track SLA for a certain label (e.g. "Quality Issue") you first need to enable SLA tracking for that label.   You can do this with...
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Why I see different figures in the exported SLA data (compared to the dashboard data)?

The exported SLA data is based on UTC+0 The dashboard SLA data is based on the viewer's time-zone.   ...
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