hi guys,
Is it possible to do something similar to zendesk where if a ticket is exceeding sla times, notify staff?
For example, ticket has come in via email, generic response sent. Our SLA states that our staff must have contact within 1 business hour. If there is nothing added to the ticket within one hour, maybe the ticket manager gets emailed?
Also, please add automatic refresh of the ticket window :)
Is it possible to do something similar to zendesk where if a ticket is exceeding sla times, notify staff?
For example, ticket has come in via email, generic response sent. Our SLA states that our staff must have contact within 1 business hour. If there is nothing added to the ticket within one hour, maybe the ticket manager gets emailed?
Also, please add automatic refresh of the ticket window :)
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