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How do I change the Service Desk's Time Zone?
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How do I change my own Agent Profile's Time Zone?
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How to set holidays and change calendar holidays to working day?
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How to configure business hours?
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Is a private note counted as a response under SLA Policies?
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How to send escalation emails to an agent who has not responded on a ticket for a definitive period of time?
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Can individual SLA policies be set up for different categories?
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Which agent is attributed under the Tickets resolved/Resolution metric when there are multiple agents working on a particular ticket?
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Will the reopening of a Resolved ticket count against Average Resolution time?
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What is the difference between "response due" and "overdue"?