Expand SLA Policy rules, for 1st and Line Line Support calls
Thats great the SLA feature has been enabled. I see you can set time of Priorty, such as low, medium and High, but it would be great if there were a way to add further timed rules, under another ticket field, namely "1st Line Support" or "2nd Line Support". These two have differing SLA agreements, similar to Zendesk (Defining and using SLA policies – Zendesk help - Setting up Policies)
So it would be possible to break up a SLA rule into 1st and 2nd line support, and under these have the priorties under each? For 1st reponse and time to resolve/open.
