Thomas langton

I dont use Zendesk but am researching tools at present. Call me a noob but.

 

The incident stays open and active (other than awaiting the client)- If it becomes apparent that the FIX requires a software fix, Then the clock should continue until a "workaround" is applied and at that point the incident is resolved but a secondary ticket could be created to manage the delivery of the software update in line with the businesses software development release policies. (which will/should also have an SLA).

doesn't this get around all this? Or am I being daft?