1. The following parameters can be setup

- You can set a time limit beyond which a reminder alert will go to the Group Leader if ticket is not picked up
- You can decided if the Support Rep working on the ticket can pause the ticket. Pausing a ticket would mean that the time will not be counted towards SLA violation.
- You can give the option to Support Reps the option to create new companies and employees who will be tagged to these companies. Companies created here will be visible in Setup > Common Setup > Companies > Customers tab

2. Ticket types / ticket classification

- You can define the types of tickets which will be filled up by the employee when creating a ticket

- Activation of ticket category and sub category is optional. You need to select the checkbox and then define the categories.
- For each category you can define the sub categories

3. Create the rating scale which will be used by the Customer to provide a feedback on ticket closure