Deskpro Support
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Copy SLA settings
Is there a possibility to copy+paste the SLAs just like it is for user groups for example?
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Ability to pause an SLA
At minimum the Pending status should pause the SLA.At best: the flexibility to allow customisation t...
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SLA Filters: set a default view
We would like the SLA views to hold a default of being grouped by department, is it possible to add ...
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Separate SLAs in Ticket overview
Please don't output all SLAs of a Ticket as one string, but rather use a comma to separate them.
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Sort SLA's in admin interface
I would love to have the ability to sort the SLA items in the admin section. We have lost of differe...
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Include user message in SLA alert email
We have recently begun using SLAs and would like to be able to include the user's message in the war...
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View SLA status in List View
Currently you can view the SLA status when viewing tickets, however if you switch the view into List...
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Show fail date as a Display option
I would like to have the oppertunity to choose the Fail date of our SLA in date and time (example De...
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More control over SLA alerts
The SLA alerting in Deskpro is excellent but, in my opinion, not quite good enough to replace someth...
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Agent on vacation or out of working hours setting for agents
Could we look at creating a setting for agents to foward all tickets to another agent while they are...
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Adding in "The user has been waiting for..." to Type list for Ticket SLAs
Can you add "The user has been waiting for..." to the Type list for Ticket SLAs similar to the Event...
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System wide holiday & working hours definition
1. It would be nice to have the chance to reference to the system-wide holiday definition in ADMIN-T...
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Working hours taken into account in escalations OR SLAs to be completed by actions
I'm trying to set up Escalations and it's just not working for me because tickets are escalating out...