We wanted our end users to open tickets by sending an email. Of course with an email the user does not have a "priority" field as exists in a form. The agent receiving this ticket would then define a priority, and the SLA policies will start to kick in.
When the SLA counter didn't work, I contacted support , and was very disappointed to hear that if an agent fills in the priority in the received ticket, the SLA will not work. For SLAs to work the user must fill the ticket priority which basically means this forces us to have our end users open tickets through a Zendesk form and leaves out the email option. I really wish Zendesk will change that , SLAs should work when an agent fills in the priority himself.
Has anyone encountered this problem as well?
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