I have the same issue as in this case: https://support.zendesk.com/hc/en-us/community/posts/360003015087-Phone-Calls-and-SLA
We encourage all our agents to call our customers and get the job done in stead of having long e-mail conversations. But with this setup we now force our agents to both do a call and a public reply to fulfill the SLA. That is not efficient...
Are there any plans to look into this issue?
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