Can I set individual SLA for different users or companies?

Yes, Raiseaticket supports multiple SLA’s. Admin can set up multiple SLA to match the source domain or email address following along with their unique business hours. Raiseaticket provides automatic assigning of SLAs for incoming tickets based on the Email/Domain.

Users can also be grouped under a company to monitor the activity as a whole. Users are automatically added to a company with the email domain mapping. You can create companies and map your users from Settings/Company.