Our SLA policy (next reply time) isn't triggering in circumstances where we merge tickets or a customer emails us from a different address (flagged comments). In reality, these are public responses, but Zendesk views the flagged comments as private notes, and I'm assuming it's not registering the merge as a public comment. Since the SLA is based on the customer's public replies, I can see how these two situations won't trigger it. Is there a workaround to this?
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