Hi there, we have a fairly old ticket whose SLA policy has recently changed (days ago), but we keep seeing the old one when looking at it from Zendesk Explore.
What could be the reason?
Ticket is suspended and its metrics Active (Requester Wait Time) and Paused (Agent Work Time). No First Reply Time is available as it was open by an agent.
Vous devez vous connecter pour laisser un commentaire.