[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"cms-entry-feature-support-ticketing-and-sla-management-en":3},{"message":4,"data":5,"success":69},"OK",{"id":6,"entry_type":7,"locale":8,"slug":9,"title":10,"summary":11,"body":12,"blocks":13,"author_name":12,"published_at":107,"updated_at":107,"data":108,"category":12,"tags":109,"related":110,"alternates":119,"seo":124,"cover":12,"media":127,"preview":63},7,"feature","en","support-ticketing-and-sla-management","Support Ticketing and SLA Management","Collect cases from email and web forms in one queue and resolve them on time with priority-based SLA policies.",null,[14,21,43,59,65,72,88,101],{"type":15,"title":16,"cta_url":17,"eyebrow":18,"subtitle":19,"cta_label":20},"hero","Every Case in One Queue, Every Reply on Time","https:\u002F\u002Fapp.crmodular.com\u002Flogin\u002Fregister","Feature • Support & SLA","Bring support cases from every channel into one list, assign them to the right person and track SLA times automatically.","Start a 14-Day Free Trial",{"type":22,"items":23,"title":42},"feature_grid",[24,27,30,33,36,39],{"text":25,"title":26},"Messages to your support mailbox are turned into cases automatically.","Cases from email",{"text":28,"title":29},"Forms on your website create cases with a default status and priority.","Cases from web forms",{"text":31,"title":32},"Account-level SLAs and monthly case allowances for contract customers; the entitlement takes precedence over the priority policy.","Entitlements",{"text":34,"title":35},"First-response and resolution times per priority; breaching cases are flagged automatically.","SLA policies",{"text":37,"title":38},"Cases are routed to the right team or person by rules.","Assignment rules",{"text":40,"title":41},"Reply emails are sent straight from the case record and kept in its history.","Reply from the case","Everything your support team needs",{"type":44,"items":45,"title":58},"steps",[46,49,52,55],{"text":47,"title":48},"Created from email or a web form; phone requests are logged manually.","A case comes in",{"text":50,"title":51},"Assignment rules route the case to the right person.","It is assigned and prioritised",{"text":53,"title":54},"Response and resolution times are tracked automatically.","The SLA clock runs",{"text":56,"title":57},"The team replies from the case and closes it.","Answered and resolved","The life of a case",{"text":60,"type":61,"title":62,"reverse":63,"media_id":64},"Time left for first response and resolution is shown next to the case; a warning appears as the deadline nears and a breach flag when it passes.","screenshot","SLA status on the case screen",false,3,{"text":66,"type":67,"title":68,"reverse":69,"media_id":70,"poster_media_id":71},"Send the email with Reply to Customer from the case screen; the reply is stored in the case history and the first-response timer stops.","video","Replying from the case",true,8,9,{"type":73,"items":74,"title":87},"faq",[75,78,81,84],{"answer":76,"question":77},"Email (via an IMAP connection or email forwarding) and web forms on your website. Phone requests can be logged manually.","Which channels can we receive cases from?",{"answer":79,"question":80},"Cases with an SLA policy are tracked automatically; overdue cases are flagged as breached.","How do SLA breaches show up?",{"answer":82,"question":83},"With the support summary and the report builder you can monitor open cases, priority distribution and SLA status.","Can we see support performance?",{"answer":85,"question":86},"The CRModular application interface is currently in Turkish. 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