Customer services¶

Services and SLAs are enabled for individual customers.

Overview¶

This page explains how to use Customer services and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Select a customer. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Enable or withdraw a service. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Set an SLA for the customer assignment. Open the existing record, change only the required fields, and check dependent assignments before saving.
Take inheritance in the service hierarchy into account. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.

Unambiguous customer service/SLA assignment¶

New email tickets automatically inherit exactly one active, valid service/SLA assignment for the identified customer unless an explicit postmaster action overrides it. Multiple eligible services require explicit selection. Ordinary replies retain the existing ticket snapshot.

Configuration and example: Service and SLA assignment for incoming email.