An SLA kicks in when a customer hasn't responded

Asher Francis April 11, 2024

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

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David Friedrich
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April 11, 2024

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:

image.png

Asher Francis April 11, 2024

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

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