Pausible Update - Allow option pause SLA when a response is not necessary

3 Comments

  • Shawna James
    Community Product Feedback Specialist
    Hey Aaron, thanks so much for your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please show your support by giving an upvote or entering your use case in the comments below. Thanks so much again!
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  • Rich

    This would be a great feature. There is not enough flexibility overall in SLAs, causing false breaches that must be explained when reports are viewed by others. 

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  • Tina

    This is actually something we are trying to find a workaround. (Thanks Aaron to the very articulate write-up of what we are also looking for!)

    When our CS team advises the customer that they will follow up with them and get an update from another department/third party, the customer will usually write "thank you"-type message. This is something that our company does not count as a reply and we actually advise our team to use a macro (without a reply to the customer). We have an automation for the ticket to reopen after certain timeframes (when we expect for an update from another department/third party) but the problem with this is that it doesn't capture SLA making it very hard to see which tickets to do first (as agents prioritize tickets breaching SLA, the tickets with no SLA are easily missed). 

    Even if it's something to set up with automation, this would be a lifesaver. Currently we are trying to utilize SLA data for management to see the overall workload pressure, however this is becoming difficult as we have so many blank SLAs and most are related with this issue. Thanks. 

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