Is there a way to put a Desk ticket on "hold"? Sometimes our customers request a delay, but the SLA timers keep ticking. This skews our SLA response and breach reporting.
Sure can. It should be a matter of adding a YellowHold status and then making sure that the SLA's configuration is aware to stop ticking when you enter that status.
OK, found how to set the SLA timers to stop based on our criteria. How do we add a HOLD status?
It looks like you're new here. Sign in or register to get started.
