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Preveena Balasubramanian
Joined Mar 25, 2022
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Last activity Aug 17, 2023
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Latest activity by Preveena Balasubramanian
Preveena Balasubramanian commented,
You can find this option in Messaging -> Authentication section
View comment · Posted Aug 17, 2023 · Preveena Balasubramanian
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Preveena Balasubramanian commented,
Hello,
What works well today with the SLA feature?
SLA allows to have comprehensive conditions with different targets.
What limitations do you hit while using it?
The main limitation comes to one touch tickets where the status is changed from New to Solved, there is no SLA target activated. While in Ticket events we could see the SLA with no targets applied, the explore reports this as No SLA triggered.
What do you wish it would do differently for you? Why?
Enforce a ticket background update so that SLA target gets activated before the ticket is marked solved. When the agent submits the ticket as solved with SLA trigger conditions, ticket should have an auto update identifying the SLA and then mark as solved.
What is the impact on your business?
We have a majority of tickets falling under one touch resolution and has huge impact to our SLA metrics. Manual intervention is required to update the SLA status in our report.
View comment · Posted Mar 25, 2022 · Preveena Balasubramanian
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