Noob question! I have setup our instance but dont have data yet so testing reporting is still TBC.
My question is around using SLAs with custom fields. Our customer wants to tag tickets as P1, P2, P3, P4 or Service Request. Obviously these don't map to Zendesk's priorities so I've created Business Impact.
Can anyone point me in the direction of how we can use SLA reporting with the new Business Impact instead of the out-of-the-box Priority?
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