Our company has business hours of 7:30 AM - 5:00 PM. We are looking for a way to enforce our Agents to at least provide a First Response by 5:00 PM that day for each ticket that came in during business hours.
I can't be the only one who has asked for something similar in the past, but I have been searching through the forums and found nothing related to this particular scenario. We've attempted various SLA, Automation and Trigger combinations in our Sandbox over the last week to achieve this, but none were successful. I've been looking through the Marketplace for any apps that may help me achieve this task, but have so far not found any.
At this point, I am seeking suggestions from anyone who has been in a similar situation - were you able to work around this, and how?
Thanks in advance!
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