I am hoping for assistance or advise in setting up an SLA by the subject line of a ticket.
We are using ZenDesk as our main ticking option for customer service. We are currently using another service in which creates tickets with the same subject line (almost) for each new ticket. These tickets require a hold time so they can be investigated (shipping issues for instance). Unfortunately, these tickets are breaching and we are unable to find the right setting.
We only need to set a longer SLA time for these certain posts, an example of a tick subject would be: Shipping Incident -12345 and Shipping Incident 9876
Is there a way that I am not seeing that we can set and SLA breach time specifically for these posts only, where they can be singled out just with a partial subject line or otherwise?
I appreciate any advise!
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