We have recently implemented sorting our queues in our views by SLA breaches. There are a few segments of tickets that are not pulling into an SLA framework and are not receiving an SLA. One of the segments are tickets that are re-opened due to a user sending bad feedback in the survey response. Because the feedback in the survey is what re-opens the ticket, there is no end user comment, agent comment, or ticket update besides the ticket reopening that triggers an SLA. Is there any SLA that will trigger with these re-opened tickets?
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