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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,
Hello @Yuly Buenahora
As an alternative, you can try SLA Time and Report.
If you're a Jira user, follow these steps:
- Just choose a Support in the Issue Type drop-down list and set it as a Start timer and a Closed status as a Stop timer.
- Set 5m (minutes) as a Goal in the Goal setings and choose a customer name from the drop-down list. So when the change causes, a userwill be notified about it in a 5 minutes.
This add-on is developed by my SaaSJet team, so let me know if you have any questions.
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?