With Loop 360 and Tickets, you are able to set Service-Level Agreements (SLAs) that establish strict response guidelines for your organization to serve your customers.
To get the SLAs setup, head over to the Settings section.
Once in the Settings, you will see the SLA option in the left hand menu.
Here you are able to set the Response and Resolution Time Targets in minutes for Low, Medium, and High priority tickets that are created.
Response Time Targets are used to establish the first communication back to the customer. Having a quick Response Time can help to save the customer during the experience and could potentially save the customer relationship.
Resolution Time Targets are typically used as an internal goal to resolve the ticket. Again, having a quick resolution improves the customer experience and keeps your employees accountable.
When you have established what the Response and Resolution times should be for your organization, be sure to Enable SLAs with the check box.