Categories
- Each category has agents, an SLA per priority, and an assignment method: round-robin, load-based (fewest open tickets) or none.
- Up to three escalation levels: after a number of minutes past the resolution due time, notify people and optionally reassign.
- A confidential category hides tickets from everyone except its agents.
Hours and behaviour
- Weekly business hours for the company, with per-location overrides; location holidays pause the SLA clock.
- Reopen window and auto-close days; turn the satisfaction survey on or off.
- On hold pauses the SLA while you wait on something outside HR.
Working the queue
Agents can merge duplicates, split a ticket, add internal notes, change the category (the SLA is recalculated) and use canned replies with variables such as the requester's first name. Bulk-assign or close up to 100 tickets at once.
Helpdesk reports show volume, first response, resolution, SLA compliance and satisfaction by agent, category and month, with CSV.