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Beth
가입한 날짜: 2022년 8월 19일
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마지막 활동: 2025년 2월 12일
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님의 최근 활동 Beth
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Hi! Is there a way to trigger the SLA only when a ticket is assigned to an agent? Currently, the SLA starts as soon as the ticket is created based on the ticket priority, but for better efficiency and time management (for us), I’d like to know if it can be triggered only when an assignee is added.
댓글 보기 · 2025년 2월 12일에 게시됨 · Beth
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Hi Team,
I am wondering why tickets from our web form and web widget comes in without an SLA and Group.
All suggestions on how we can fix this is very much appreciated!
Regards,
Maribeth
댓글 보기 · 2023년 12월 14일에 게시됨 · Beth
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Hi Heather,
Only one agent user sees the SLA differently. Everyone sees the same ticket with 3h SLA, but this agent sees is at -12h in red. We fixed it temporarily by letting her log out and log in again, but the fix will only be for a few minutes. Help please!
Thanks!
댓글 보기 · 2023년 3월 28일에 게시됨 · Beth
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Hi,
What would cause an SLA to have a negative SLA from another Agent User's view even though the ticket hasn't been breached yet? We have an issue with only one Agent User where she sees all SLAs in negative red. For example, one ticket has 3h left for the SLA, but she sees is as -12h.
Thanks for your help in advance!
— Maribeth
댓글 보기 · 2023년 3월 27일에 게시됨 · Beth
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Hi Audrey Ann Cipriano
Thanks for your answer, but we have tried doing that so many times already but it never worked.
댓글 보기 · 2022년 8월 23일에 게시됨 · Beth
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I am wondering how to add/activate the SLA based on the ticket priority whenever a ticket is recovered manually from the Suspended bucket. Is that even possible? Thanks!
댓글 보기 · 2022년 8월 19일에 게시됨 · Beth
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