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Requires customization to reset requester wait time SLA when message re-opening
Posted Apr 14, 2025
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
For the messaging ticket, the case of re-opening is repeated. Since the requester wait time tracks the time from ticket creation to resolution, the SLA from that point cannot be measured normally for tickets that have been re-registered. For your information, when the messaging ticket is re-opened, we have another agent assign the ticket to handle it.
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Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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