Right now, the default configuration show s that a ticket resolution time has the maximum span of three days. We were hoping that this could be changed seeing how some issues may not be solvable within this time periood. Is there a way to eliminate even having a set resolution time or ticket response time?
In such cases, you may override the Due by time from the Tickets Page. Next to the "Due by" click the Edit option and you may select the Due By Date and Time.
I hope this solves your requirements.
over 6 years ago
Has there been any other thought to this feature request? I would agree that it's difficult to guarantee a resolution time and easier to guarantee response times. With the current SLA setup, my clients will think I'm promising something different than what we agreed upon. Thank you!
12 months ago
Is there an update to this? Having the ability to edit a due date based on the response makes it extremely difficult especially if you have situations where the SLA due date, does not properly reflect when the task needs to be completed. So for example, if a requester places a ticket to low priority but also adds a due date that really shows that it needs to be completed within 6 business days. And for the sake of this example, let's say our SLA policies are set up such that any low ticket needs to be resolved within 10 days and responded to within 4 business days. Unless the assigned agent catches it before the response time expires then there is no way to accurately update that ticket. That means when a agent is looking at their ticket queue, this ticket will not appear in the correct order.
This is something that occurs frequently on my team. Not being able to properly edit this field makes it very difficult for my agents to see what tasks need to be completed, especially since the customer inputted "Due Date" field on the ticket can't really be filtered on the agents ticket screen.