Stefan Micevski

Hi. I have a question about SLAs:

 

We aim to track a specific group of tickets and assignes within 72h tracking:

We need SLA to start when a ZenDesk ticket has an assignee and is set in OPEN or ON-HOLD status in 'Complaints' group. It should have a condition that every update by the assignee, either with a public or private comment, should restart the SLA counter (a response/comment from the end-user should not restart the count). The SLA should stop once the ticket is set in SOLVED or PENDING status, but in case it re-opens the SLA should restart once again. If the ticket has breached the 72h SLA, it should be marked as FAIL. Otherwise, it should show as PASS.

So far I've only found this condition but I doesn't help us considering the format we require: