Tickets and SLA in the console
Five pages that open a ticket, run a team's Kanban board, configure its columns, set an SLA policy and build the working calendar the SLA clock counts on.
The Tickets section holds work that carries a deadline and passes through several people. These five pages run from one ticket to the configuration behind the SLA clock.
Everyday work
Create a ticket and answer the customer — open the ticket, reply in public, leave an internal note, then resolve it.
Track tickets on your team's Kanban board — read the columns, read the SLA badge on a card, drag a card into another stage.
Configuration, administrators only
Configure the columns of a team's board — add, rename and order the columns, and set the department's default stage.
Set an SLA policy for a team — pick the team, the priority, the target hours and the stage that counts as reached.
Set working hours, shifts and leave days — build the hours the SLA clock counts in.
Worth reading first
When to use a conversation and when to use a ticket answers the choice between the two record types, and is not repeated here. Roles and per-feature permissions covers who may write on a ticket and who may only read it.
The ticket detail screen carries no SLA clock. The deadline lives in the card drawer on the Kanban board, and the status lives on the card badge, in the SLA column of the ticket list and in the SLA Report.
Start a conversation from a contact
Write to a customer first: the Send message button opens their newest conversation, or asks which channel to reach them on and creates one.
Create a ticket and answer the customer
Open a new ticket in the CloudFly Helpdesk console, answer the customer on its timeline, leave an internal note for your team, then resolve the ticket.