I'd like to be able to set an SLA that can measure a period from New/Open to Solved/Closed.
We have a process where our Regulators allow us 8 weeks to solve an issue with a customer. There could be multiple back and forth emails in this time so having an SLA that measures from New to Closed would be ideal. I understand there is an issue doing it to solved as if the End User replies again after its hit Solved status this resets the SLA.
Ideally we need this to monitor high level issues handled by senior management and directors within the company if possible.
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