SLA Query - Customer Updates

[Chris W]

Hi,

Our SLA policy includes a customer update SLA. For example, If a customer logs a highest priority ticket, the agent must provide the customer with an update on the current status of this ticket every 60 minutes. 

Ideally, what we would like it to do is reset the timer on this SLA back to 60 minutes each time we respond to the customer. 

I have attached a screenshot of our current configuration for this SLA. Does anyone know if this is possible please? If not, are there any other suggestions on how we can workaround or work close to this requirement?

Many thanks

Chris 

[GIOVANNI_ARMENTANO]

Very interesting.