An SLA kicks in when a customer hasn't responded

Question

Hi there

Our ops manager has asked that we use SLAs to monitor when we've not had a response from a customer.

So if the support agent reaches out the customer, and the customer hasn't responded within 4 hours, the SLA of "No response from customer" kicks in. How would we do this?

Thanks

Asher Francis · Answer

This looks good... I will try it, thank you! Simpler than I thought

David Friedrich · Answer

Hi @Asher Francis ,

switch to project configuration / SLAs, click Add SLA in top right corner.

Give it a name and make a config like this: