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Beth

Joined Aug 19, 2022

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Last activity Feb 12, 2025

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ACTIVITY OVERVIEW

Latest activity by Beth

Beth commented,

CommentService Level Agreements (SLA), macros, and CSAT

Hi! Is there a way to trigger the SLA only when a ticket is assigned to an agent? Currently, the SLA starts as soon as the ticket is created based on the ticket priority, but for better efficiency and time management (for us), I’d like to know if it can be triggered only when an assignee is added.

 

View comment · Posted Feb 12, 2025 · Beth

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Beth commented,

CommentMeasuring success

Hi Team,

I am wondering why tickets from our web form and web widget comes in without an SLA and Group. 

All suggestions on how we can fix this is very much appreciated!

Regards,
Maribeth

View comment · Posted Dec 14, 2023 · Beth

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Beth commented,

CommentMeasuring success

Hi Heather,

Only one agent user sees the SLA differently. Everyone sees the same ticket with 3h SLA, but this agent sees is at -12h in red. We fixed it temporarily by letting her log out and log in again, but the fix will only be for a few minutes. Help please!

Thanks!

View comment · Posted Mar 28, 2023 · Beth

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Beth commented,

CommentMeasuring success

Hi,

What would cause an SLA to have a negative SLA from another Agent User's view even though the ticket hasn't been breached yet? We have an issue with only one Agent User where she sees all SLAs in negative red. For example, one ticket has 3h left for the SLA, but she sees is as -12h. 

Thanks for your help in advance!

— Maribeth

View comment · Posted Mar 27, 2023 · Beth

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Beth commented,

CommentTicket management

Hi Audrey Ann Cipriano
Thanks for your answer, but we have tried doing that so many times already but it never worked. 

View comment · Posted Aug 23, 2022 · Beth

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Beth commented,

CommentTicket management

I am wondering how to add/activate the SLA based on the ticket priority whenever a ticket is recovered manually from the Suspended bucket. Is that even possible? Thanks!

View comment · Posted Aug 19, 2022 · Beth

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