How can I inform the customer the SLA his ticket got?

Question

Hi! I want my customer to be informed of the "Time to resolved" SLA in his ticket as soon as I categorized the ticket and assigned to the respective queue.

What do you think is the best way? I have one SLA depending on the queue that will work on the ticket.

Thank you so much for your advise,

kind regards.

Mariana_Pryshliak_Saasjet_qysy8m · Answer

Unfortunately, our app doesn't send an email.

Yuly Buenahora · Answer

Hi @Mariana_Pryshliak_Saasjet thank you so much for helping me!

Something like this I was thinking.. but is there a chance that could be done throught email? It´s not so robust what I need it, just to inform the time to resolved once.

Yuly Buenahora · Answer

Hi @Tansu Akdeniz thank you so much for your answer!

I would like to find out if this could be done using native functionality... I was thinking using automatization - email / Once the ticket is categorized send an email with the goal of the "time to resolved" SLA... is it possible?