Service levels are used to categorize tickets raised in the helpdesk. They can be used to prioritize tickets based on their urgency or severity, or can be used as a secondary classification system to help you determine which areas are generating the most tickets.
You can create any severity levels you like. For example, you may want to use a simple numbered system:
- P0: Highest priority
- P1: Medium priority
- P2: Low priority
Unlike ticket categories, your customers will not have the option to select the service level when they raise a ticket - it's something that you assign to your inbound tickets.
You can also assign a service level to customer records, so that all the tickets raised are automatically given that level.
Adding service levels
- Go to Settings > Helpdesk > Service levels.
- Click Add a new service level.
- Enter a name for the service level.
- Click Save.
You can then drag and drop your service levels into the desired order.