CCs and follwers – Tickets replied to by a CC get no SLA


  • Cameron D.
    Comment actions Permalink

    Seconded — I understand that another party who isn't on the ticket (perhaps the requester forwarded) would be flagged and might not reset the SLA, but internal notes from CCs who used Reply instead of Reply All keeps tickets at the very back of our queue.

  • Damien Messe
    Comment actions Permalink

    We are having the same issue as we are sorting tickets by SLA.

    If you receive + 1000 tickets / day, those tickets will always stay at the back of the queue without any possibility to put them back in the queue with an SLA.


    Do you plan to do something for this ?


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