Hi,
I like your solution but sadly, it’s not enought, because it depend on business hours too. Exemple :
- Office open fron 9AM to 5 PM.
- Ticket is open TODAY at 6 PM.
- We have an 4 hours delay
=> The SLA should be TOMORROW at 1 PM and not today at 10 PM. Do you have any solution about this ? SLA is critical on “Ticket service” and Hubspot seem to have a major flaw in comparaison to other solution.