We currently have gotten some triggers around SLA, but would like to see more available options on how to handle tickets outside of the SLA.
For instance, if the ticket has been opened for 5 hours without a response, escalate to a group in the system. We do this today with an external script and the API, but being able to do it within the system itself, would be amazing. Yes, automation rules help, but when taking into account weekends (which don’t count towards the SLA) becomes difficult.
Additionally, having more options around the SLA would be key (i.e. customer has responded, but the agent hasn’t responded in 8 business hours).