How do I create an SLA to show no customer communication after set period of time?

Question

Looking to create an SLA to ensure there is constant customer communication at least every 2 days. Is that possible?

Ste Wright · Answer

Hi @Tom Hopes

You can't use custom fields in SLAs natively at this time.

The second option is an alternative model which would use a custom field and automation trigger, rather than the SLA.

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You might also be able to do this with an App though; check out SLA options on the Marketplace.

Ste

Tom Hopes · Answer

Unfortunately first one doesn't work it gives a weird  -217h 53m calculation.

Going to try 2nd one, do you think I'll be able to use the custom field in an SLA config?

Ste Wright · Answer

Hi @Tom Hopes

You should be able to do this - I'd try this...

* Start counting = Comment: By Customer
* Finish counting = Comment: By Customer

...however, you might find this creates a loop which does not stop. I'd try it out and see what happens.

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An alternative to an SLA might be to use Automation - for example...

* Create a Date Time Picker custom field
* Populate the field each time the customer adds a comment
* Report on tickets with a customer response from over 48 hours ago
* Send reminders (if needed)

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Let us know if either of these work!

Ste