Is there any workaround to create views based on SLA metrics?
Or conditions to add tags to tickets with SLA metrics?
Or anything that can be filtered in Zendesk support to identify which tickets is closed to be breached and which metric if Reply time or Solved time?
I was thinking to add a tag when agent replied to a ticket and remove it when customer reply. In this way we can filter with all tickets that still need a reply and attention from us.
How would be that possible?
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