Legacy Mutual Mortgage

ZD - let's say we have a Next Reply Time SLA of 30 minutes.  End user says “Thank you”, and we solve the ticket without replying with a public comment because it's not necessary to reply to that.  If the ticket is solved, does that pause or cancel or meet the SLA, or is that not considered as meeting the SLA?

Agree with everyone here.  How can ZD justify a change like this when so many customers disagree that it's a better practice?  There must be ONE high-paying customer that ZD goes to for feedback, and if it fits their model, it gets implemented.  If not, it doesn't.  Typical.