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Admin Configuration

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  • Configuring ticket fields and forms
    • Understanding Ticket Statuses in Desk365
    • Customizing ticket statuses in your Desk365 helpdesk
    • Adding Custom Ticket Types in Desk365
    • Customizing the Create Ticket Form in Desk365
    • Creating Custom Ticket Forms in Desk365
    • Using Dropdown with Sections field in your ticket form
    • Using Nested Dropdowns in your ticket form
    • Using Read Only Text field in Desk365
  • Configuring Canned Responses
    • Setting up Canned Responses in Desk365
    • Understanding placeholders in Desk365
  • Configuring Ticket Closures
    • Configuring Closure Rules in Desk365
    • Allowing contacts to close tickets
  • Setting up SLAs
    • Configure SLAs and apply them to tickets
    • How to Pause the SLA Timer?
    • Configuring Multiple Business Hours and Holiday Lists
  • Configuring surveys
    • Create and send customer surveys from Desk365
  • Announcements
    • How to create and send announcements in Desk365?
  • Change and Approval Workflows
    • A Comprehensive Guide to Change/Approval Management in Desk365
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Setting up SLAs

Author: Siva Raman

Articles

  • Configure SLAs and apply them to tickets
  • How to Pause the SLA Timer?
  • Configuring Multiple Business Hours and Holiday Lists
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