Question about SLA function
Publication le 05 mars 2024
We use an SLA policy of 24 hours from last customer response with no agent reply as the main way to order our tickets (ordered from past SLA or closest to passing SLA to furthest). However, some tickets, especially those sent through API or sent via chat when agents are offline, do not seem to be subjected to the SLA rules.
Does anyone have an understanding of why this might be? I have not been able to figure it out from our settings or the available documentation.
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