we have created a new ticket status with activated SLA Timer. If the customer replies the status switch's to open, but doesn't change the old due time. The due time stays with the other status set time.
How can i make the configuration, that tickets after they aut. changed status also take the new due time? So old du date changes in status open aut. it's due time to today?
You can set the SLA timer to run or to pause for different statuses. For example, setting the ticket status to "Open" will start the SLA timer whereas "Pending" will pause the SLA timer on the ticket. If you switch back to OPEN or any other status where the SLA timer would run, the due date would be re-adjusted accordingly.
Consider this flow, OPEN -> PENDING -> OPEN and the SLA for the ticket is 3 days of resolution time
Ticket set to OPEN -> SLA timer starts ticking off
Ticket status set to PENDING after a day -> SLA timer is paused and the due date is still 2 days away
Ticket status set to OPEN after 2 days -> SLA timer is resumed and the due date would still be 2 days away
Hope this is clear!
3 months ago
While I am overall very happy with FreshDesk and its many terrific features, this is one area where I am sadly disappointed. In the above description, it would appear the ticket timer (and Response/Resolution date/time) is actually being pause. But it is only doing so for reporting purposes, not for actual ticket management. For example:
You establish a 2-day 'Resolve By' SLA timer for a new ticket
You create a Status called 'Waiting for customer' where the SLA timer is turned off. (e.g., you want the ticket's due date/time to automatically extend for however long it takes the customer to reply with the needed information)
But according to FD technical support, the 'pause' function only impacts the time log on REPORTS. It does not impact the actual due time for the ticket
Again, one would expect that by 'pausing' a ticket, the 'Resolve By Date/Time' in Ticket List view would automatically extended while the ticket is in 'Waiting for customer' status. It does not. The ticket can actually move to the point of being past due while it is sitting in 'waiting for customer' status.
I'm sure the reporting aspect of this feature is valued by some users, but it does little to help with actual ticket management.