Amy Waugh

1. Communauté
2. Discussion - Tips and best practices from the community
3. Using Enhanced SLAs

Hi   We have had a ticket responded to within the first reply time but the ticket got solved at the same time. The customer replied to the ticket, opening it back up but the SLA have not shown to r...

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• Amy Waugh
• Création 24 avril 2019 15:16
• 0 vote

1. Communauté
2. Discussion - Tips and best practices from the community
3. Using Enhanced SLAs

We have first reply time, next reply time and pausable update on the same SLA.   I would understand the first reply time not working for recently opened tickets from being solved but the other two....

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• Amy Waugh
• Création 16 avril 2019 07:32
• 0 vote

1. Communauté
2. Discussion - Tips and best practices from the community
3. Using Enhanced SLAs

Can you get SLAs to work on reopened tickets that have been solved?   As we have some customers who reply to a solved ticket about another query.

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• Amy Waugh
• Création 15 avril 2019 11:03
• 0 vote