Chercher avec les étiquettes - Deskpro Support
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Department separation
In my Deskpro set up I have 5 different departments. Each department needs to be separated from the ...
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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...
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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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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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Disregard tickets ONHOLD from SLA-plan
It would be nice if there was an option to disregard tickets OnHold from the SLA-plan. Sometimes you...
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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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Next reply time on an SLA
It would be useful if there was a next reply time SLA. Currently the timing on the SLA types all ru...
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Count agent note as a 'reply' for SLA measurement
An Agent Note should be counted as a response in an SLA calculation and in reports. Our agents do no...
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Ability to have saved sets of working hours for different SLAs
We'd like the ability to have saved sets of working hours for different SLAs that represent the cust...
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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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Ability to disable SLA warnings and/or create Triggers on whether a ticket has an agent message
We use a first reply SLA that works well. However, some tickets simply do not require agent interact...
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Set triggers to run based on SLA statuses changing
It will be great if in the Ticket Update Trigger there is an added criteria 'SLA status changed from...
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SLA is completed only when the second agent response when an agent creates a ticket
For the ticket created by the agent, it will be good to have the option where the sla meet/completed...
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SLA failed not clear enough
Previously before Horizon UI tickets that had failed SLA would be highlighted in Red when viewed in ...
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make completed SLA's clearer in the interface
When an SLA is completed, it's only shown with a little checkbox. this should be clearer, perhaps s...
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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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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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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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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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Add more SLA details into the display options in the ticket list.
In the ticket view column it would be great if you could display more detail on the SLAs. Currently...
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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...