What SLA is impacted when merging tickets?
Hi,
We have 2 tickets:
- Ticket 1 opened on 1st Nov
- Ticket 2 opened on 2nd Nov
I would like to understand how the SLA works when we merge ticket 1 with ticket 2. Which SLA prevails? Is it the SLA from the ticket that was opened first or from the ticket remaining after the merge?
Thanks a lot for your help!
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Hi Alex Lazar - The SLA would be reflecting the ticket that was remaining after the merge. For that reason, I train my agents to always merge the newer ticket into the older ticket whenever possible. Hope that helps!
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