Reporting SLA breach by multiple agent for same ticket


  • Dave Dyson
    Hi Dinesh, any additional detail for you use case would be helpful -- we provide a template to help our product team get the information they need: Product Feedback Post Template
  • Dinesh Korgaokar


    • ticket #1 got assigned to agent A
    • Agent A works on ticket for some time and assigs to agent B ( agent A breaches SLA - First reply time is breached by Agent A)
    • Agent B works on ticket for some time and solves the ticket without any SLA breach
    • in SLA breached report it will show ticket #1 breached by Agent B. 
    • How do we report SLA breached by different agent for same ticket. 
  • Dave Dyson
    Thanks Dinesh

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