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Znuny Professional Services

The ((OTRS)) Community Edition Fork with long-term Support (LTS)

Overview

Time and Escalation Management

The escalation and SLA management in Znuny offers many options
to keep track of the open requests and not to exceed the agreed service times.

If it should be the case that a service time cannot be fulfilled,
the system will continue to support you.

  • Flexible escalation management
  • Overview for escalations
  • SLA management for first response, update and solution time
  • Timezone support
  • Dedicated notifications for escalations
  • Individual absences for agents
  • Working hours documentation
  • Support for multiple working time calendars
  • calendar management
  • webservice support for out-of-office settings