Hi, I am trying to figure out if there is a way to configure an SLA such that it drives agents to respond to escalated tickets within a certain timeframe.
Is there a way to trigger a "next reply time" based on some other event than a public reply?
e.g. - L1 agent uses a macro to escalate a ticket to L2
I want to set an SLA that the L2 agent needs to follow up on those escalated tickets within 4 hours.
Is there any way to do this that doesn't depend on the L1 agent having added a public reply to the ticket?
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