Hi Rebecca,
We do have the same problem. Do you already have an solution to this? It seems to be solved with trigger webhook.
Quintus
Hi Quintus!
No, I still don't have a solution to this. Could you tell me about this trigger webhook? Thanks!
We are going to try the trigger webhook next week. I will let you know the status of the test next week.
That sounds great, thanks so much!
Hey guys, I was wondering if you have had any success with this? Hoping to resolve this issue as well
This is definitely something we need.
I've searched the forums, discussions, ideas, etc., and I've seen no response from FD about this item. Is it not possible to change the due date, add time, reset SLA timer, etc. when a customer responds to a ticket? None of the automated rules seem to allow for any changes to due by time.
Is there any way to reset the SLA timer when a customer responds to a closed, overdue ticket?
I am also interested in a solution for this, I need to be able to reset one of my client's SLA's when a ticket is reopened because we use the same ticket threads sometimes for months at a time. I've looked around all over for a work around to reset the SLA, but sadly I don't think it's ever been addressed by FD....
I too would like a solution for this. we currently manually add time on to tickets for the agents to give them the right amount of time to reply; this is time consuming and some tickets get missed meaning agent stats aren't true to our SLAs!
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Rebecca Thering
One section of our company uses Freshdesk to communicate with writers. The same email string is often used for a total time span of over a month.
We want every new ticket to be responded to within 4 days.
We also want every new customer reply from an existing ticket to also be responded to within 4 days.
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EXAMPLE:
We receive new ticket. Due in: 4 days.
We reply to ticket on Day 3, and it's automatically closed.
A week later, customer responds to original ticket. Right now, this ticket would either be due in 1 day (or often they come in as "overdue" at this point). Instead, we want any new responses from customers to "reset" the timer, giving a "Due in" time of 4 days.
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We tried making the "Resolve within" time much longer than the "first response" time, but our problem is that it's the "Resolve within" that shows on the main ticket page "Due in x Days," so it looked like we had lots of time when we really only had four days.
We've looked and looked at different SLA settings, Observer and Supervisor rules, etc., but haven't yet figured out a way to make this happen. Is this possible?
Is there a FreshPlug that can do this? Or could it be an added feature?
12 people like this idea