Best Practices for Configuring SLAs?

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1 Comments

  • Brett - Community Manager

    Hi Clay,

    Is there a way to use the existing SLA options to create a view where, absent a response from the Requester, these re-opened tickets will have some kind of SLA timer?

    This is unfortunately a use case that our SLA feature does not account for. It sounds like what you're describing is an Operational Level Agreement for internal workflows which is independent from a customer/agent interaction. Our SLA feature only accounts for a customer-facing commitment.

    That being said, there may be a 3rd party integration that can help manage this. The go-to I see others use is the CloudSET SLA Management app. If you have any questions regarding the integration you'll want to reach out to their developers directly.

    I hope the above information helps!

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