Go to: Admin panel -> Manage -> SLAs
Create your SLAs.
If you have two companies: Toys-R-Us and Child World.
You want Toys-R-Us' base SLA to be "Important".
You want Child World's base SLA to be "Normal"
You create a Department for each company.
You set the SLA on the department to be the one noted above.
(Name the Department using the SLA.)
So "Toys-R-Us - Important" and "Child World - Normal".
Now Create another Department for each escalation SLA.
So "Toys-R-Us - Urgent" and "Child World - Important".
You end up with four departments using the examples above.
"Toys-R-Us - Important"
"Toys-R-Us - Urgent"
"Child World - Normal"
"Child World - Important"
At the time of Ticket creation:
- if an Agent is creating a ticket they would select the department that the ticket should be made in (based on their decision as to which SLA/severity to use).
- if an User is creating the ticket this gets tricky. You could give them the ability to select the Department, but I think that you will find that all their tickets are Urgent if you do. You are better off adding a Help Topic for them to select... This does not of course obfuscate the company name from whoever is going to open the ticket.
Note: doing this Toy-R-Us staff who are opening tickets would know that Child World are also your client and vice versa.
If tickets need to be escalated Agents would transfer the ticket from one Department to the other.
Note: this does not change the SLA, so they would have to edit the SLA on the ticket before or after they transfer it.
Note2: if a ticket is beyond SLA (example) your time is 2 hours, and the ticket is at 4 hour it is overdue. Changing the SLA will NOT change it to no being overdue.
