What SLA is impacted when merging tickets?


  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hi Alex Lazar - The SLA would be reflecting the ticket that was remaining after the merge. For that reason, I train my agents to always merge the newer ticket into the older ticket whenever possible. Hope that helps!


Please sign in to leave a comment.

Powered by Zendesk