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Preveena Balasubramanian's Avatar

Preveena Balasubramanian

已加入2022年3月25日

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最后活动2023年8月17日

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的最新活动 Preveena Balasubramanian

Preveena Balasubramanian 进行了评论,

社区评论 Feedback - Chat and Messaging (Chat)

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查看评论 · 已于 2023年8月17日 发布 · Preveena Balasubramanian

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Preveena Balasubramanian 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Hello,

What works well today with the SLA feature?

SLA allows to have comprehensive conditions with different targets.

What limitations do you hit while using it?

The main limitation comes to one touch tickets where the status is changed from New to Solved, there is no SLA target activated. While in Ticket events we could see the SLA with no targets applied, the explore reports this as No SLA triggered.

What do you wish it would do differently for you? Why?

Enforce a ticket background update so that SLA target gets activated before the ticket is marked solved. When the agent submits the ticket as solved with SLA trigger conditions, ticket should have an auto update identifying the SLA and then mark as solved.

What is the impact on your business?

We have a majority of tickets falling under one touch resolution and has huge impact to our SLA metrics. Manual intervention is required to update the SLA status in our report.

查看评论 · 已于 2022年3月25日 发布 · Preveena Balasubramanian

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