- In YoroDesk, go to “Manage SLA” under “Administration”.
- You can enter the New SLA Policy Name and set your default priority.
- Click “Create”.
- To change the priority for the existing SLA Policy, click on the “Select SLA” on the top right corner of the page, and choose the SLA policy from the drop-down menu.
- Then click the “Default Priority” and click the priority level as you want.
- Click “Update”.
Set First Response, Every Response, and Resolution Time:
- Enter the desired duration.
- Choose either Minutes or Hours from the drop-down menu.
- Ensure that Every Response time is set to a value less than the Resolution time.
