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Mike

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Activity overview

Latest activity by Mike
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    Mike commented,

    1. Support
    2. ...
    3. Reporting
    4. Using the legacy Reporting Overview

    Can someone provide a more granular definition of "Touches" as displayed on these reports? Does it include all updates to a ticket? Or only updates w/ comments? If I just flip the status between op...

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    Mike created a post,

    SLA for Reply-after-escalation

    1. Community
    2. Support Q&A

    Hi, I am trying to figure out if there is a way to configure an SLA such that it drives agents to respond to escalated tickets within a certain timeframe. Is there a way to trigger a "next reply ti...

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    Mike commented,

    1. Support
    2. ...
    3. Reporting
    4. Defining and using SLA policies

    Is it possible to set an SLA timer based on the time since a specific event? I'm looking to set an SLA that tickets escalated between service tiers. I want to start a timer from the time the ticket...

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    Mike commented,

    1. Support
    2. ...
    3. Business rules
    4. How can I troubleshoot common SLA issues?

    Can a ticket have SLA policies applied to it in succession? e.g. I've got a ticket that comes into our Tier 1 queue, to which a blanket 24 FRT SLA is applied. The agent replies back and achieves th...