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Showing results in Community for: “SLAs” (15)
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Department separation
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Working hours taken into account in escalations OR SLAs to be completed by actions
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More control over SLA alerts
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Adding in "The user has been waiting for..." to Type list for Ticket SLAs
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Sort SLA's in admin interface
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Include user message in SLA alert email
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Count agent note as a 'reply' for SLA measurement
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Ability to have saved sets of working hours for different SLAs
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Copy SLA settings
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Ability to pause an SLA
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SLA Filters: set a default view
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SLA is completed only when the second agent response when an agent creates a ticket
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SLA failed not clear enough
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make completed SLA's clearer in the interface
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Ability to disable SLA warnings and/or create Triggers on whether a ticket has an agent message