We have created different SLA for problem tickets based on severity which needed some development/enhancement. In some cases, the date we set based on the severity will not be used for SLA calculations. The development team provides fix due date for the fix. is there a way in zendesk to map the SLA to that fix due date(Custom field)
e.g: if ticket 29123 is a problem ticket with high priority, we have defined the standard SLA as 30 days. but dev team provided date for the fix as 45 days. Is there a way we can change SLA to 45 days as there is nothing we can do with standard SLA here.
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