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SLA

With the Case Management feature, you can define service level agreement (SLA) response times in two ways: for the entire case or for the statuses of the selected case. You can set the SLA by choosing a time duration in Days,Hours, or Minutes.

Case Level SLA​

The Case level SLA measures the time from the case is created until the case is closed.

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Case Status SLA​

The Case Status SLA measures the duration from one status change to another. For example, it measures the time from when a case is initially opened until it is changed to the In progress status.

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There is also the option to change the Case Status SLA via the Case Status SLA Action as well as in the Cases Table.

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