How-To Question: Best Practices for Setting Up an SLA Policy for VIP Customers?
FeaturedWe've recently launched a premium support tier for our VIP customers and I need to configure a specific SLA policy for them. I'm not sure about the best way to structure this. Should I create a new group for these customers and base the SLA on that? Or is it better to use an organization-based or tag-based trigger? I want to ensure that tickets from these VIPs are immediately escalated and have a much shorter response and resolution time. I'm concerned about potential conflicts with our existing SLA policies. Could someone who has implemented a tiered SLA structure share their experience or provide a step-by-step guide? I'm particularly interested in the trigger conditions and automation rules you've found most effective for this use case. Our goal is a one-hour first response time for this tier.
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