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SLA for agent-created tickets

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Piia Riikonen

Data ultimo post: 30 set 2021

This is an issue since most tickets are missing SLAs when light agents or agents open tickets on behalf off customer or when light agents or agents forwards customers email to Zendesk from their personal mailbox (internal note).

Ideally a setting in option that allow us to treat light-agent/agents tickets similar to end-user when it comes to SLAs.

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