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Holly Horton

Joined Sep 03, 2024

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Last activity Sep 03, 2024

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Holly Horton commented,

CommentMeasuring success

Hello, hoping you can help.

We have 2 different SLA policies depending on the type of “form” used. 

Sometimes agents manually change the form if the customer submits via direct email.  We also might change the priority of a ticket if something is escalated.

In both of these cases, I noticed that the SLA counter seems to re-apply from the point the ticket is updated i.e. moving from P3 to P1 gives them the SLA time from the point of priority update rather than the original ticket creation which doesn't seem right?

View comment · Posted Sep 03, 2024 · Holly Horton

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