A service level agreement is a core function within Supportbench. It gives bring accountability to the timeliness of responses you give to your customers.
Want to know more about SLA's, read through this handy article : https://supportbench.com/post/customer-service-slas-and-what-you-need-to-know
Case SLA's are set via workflows. Workflows can be altered to fine tune the SLA's that your customers get by default. But there are numerous instances where you need to manually set the SLA based on external conditions. This could be because of a meeting, a customer going on vacation, or you need more time to respond. To alter a case SLA:
The default "agent" security role does not allow altering of the SLA as it's not always ideal to allow agents to alter an SLA. To restrict or allow agents to alter a case SLA:
Manually assigned SLA's will reset on case updates and will have to be reset.
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