Our app for clients allows them to create tickets for us. The app pushes those to Zendesk through API. The Ticket is created with an Internal Comment with the info provided by the client through the App.
As we roll out SLA's, we've noticed that these types of Tickets don't have a First Reply Time SLA. I'm assuming this is because the Ticket is created only with an Internal Comment with the ticket info provided by the client through the App.
So my question is, does the API allow us to override that setting in some way? Is there a value we can toggle through API-creation that denotes the Ticket as applicable for an First reply time SLA?
Any other workaround you can see?
Thanks a ton,
Iniciar sesión para dejar un comentario.