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Status: Idea Submitted
FlywheelKinetic
Submitted by Contributor | Elite Partner on ‎Mar 6, 2023 2:36 PM

Expand SLA Tools for All Tickets - not just Inbox

Tickets in various pipelines can be created manually or from a variety of sources - including workflows. However only tickets created through Inbox can be managed by SLAs. We need SLA functionality across all Tickets from all Ticket sources.

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3 Replies
brycekunkel
Contributor
‎Jun 26, 2023 5:03 PM

Yes - seems like SLAs should be automatically created for all tickets, regardless of if created via workflow, integration, or via inbox.

LFaile
Participant
‎Jul 13, 2023 4:11 PM

This is extremely important for our company. Right now SLA's are only counted towards those tickets created in/responded to through the conversation inbox. But the conversation inbox is extremely limited on what it allows an agent to see or do with a ticket. It is generally more important for SLA's to be tracked through tickets (support issues) than any conversations that are created within the system.

RSchweighart
Top Contributor
‎Feb 20, 2024 5:54 PM

Hi @FlywheelKinetic/@LFaile/@brycekunkel,

 

A potential workaround could be to create a custom view for tickets. 

Workflows could also be set up for team notifications.

RSchweighart_0-1708469461447.png

 

Best,

Ryan Schweighart

whimpact.co

I help businesses with HubSpot and Zapier.