I'm trying to set up SLAs to report on how long it takes us to reply back to a customer in two situations: when the ticket is either Open or Pending. For Open tickets, our SLA should be 8 business hours between a customer update and an agent's public comment. For Pending tickets, it's a little trickier. We use "Pending" for three conditions:
- Waiting on a customer
- Waiting on a response from our Engineering team
We do this to make things easier to organize and prioritize. In trying to set up an SLA, it seems that Next Reply does not consider Ticket Status. Is that correct?
In that case, what's the best practice for me to create SLAs for the two different standards?
Hopefully I'm making sense?