Why is the SLA target timeframes hardcoded in Freshdesk? 30 minutes, 1 hour, 2 hours, 4 hours and so on. What if our policy is 3 hours? We are forced to change our SLA targets to match one of the hardcoded timeframes Freshdesk have set.
This should be any number, from 1 to 999999999 minutes.
Also, "resolve within" should be optional. Currently we set all to "1 year".