I would like to use the Zendesk SLA in an unorthodox way. I have tried and failed, so I was hoping that maybe someone has a great idea.
Essentially what I am trying to achieve is for the SLA to activate when the ticket is moved from one specific group, to any other. This might not include a single input from the customer (this is key). For this I created a trigger that would add a tag to the ticket when it is re-assigned. Then the tag would trigger the SLA.
The problem arises when I create the SLA itself. None of the targets are appropriate for this. First Reply Time and Next Reply Time require inputs from the customer, while Periodic Update and Pausable Update work on Public comments. Agent Work Time simply calculates the total amount of time, so it doesn't help either.
Can anyone think of a way that this is achievable. The idea is to make sure that tickets that are transferred from this group are quickly picked up by the other groups.
Thanks in advance,
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