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Jordan Phillips

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Latest activity by Jordan Phillips
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    Jordan Phillips commented,

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

    @James, Thanks for the suggestion! This won't work for me because I need my agents to update our Open tickets every two days, regardless of if there is a customer update.    @Yoav, Thanks! The work...

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    Jordan Phillips commented,

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

    I may be in a bit of a unique spot, but I really need an SLA in the Reply Time Metrics group which pauses on both Pending and On Hold statuses. We expect agents to update tickets periodically, but ...

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