SLA separation by source of ticket

[LiamW]

Most companies have different SLAs depending on the source. For example, SLA for Phone or Chat is typically much lower than email or form submission.

Please provide the ability to use the new SLA feature with a filter of the source of the ticket.

Until then, this feature will not be usable by most mature organizations with more than one method of ticket submission.

[JonathanS]

Hey @LiamW, It might be worth checking out Timerman in the App Market Place. It lets you create a bunch of different SLAs and uses workflows to apply the SLA Policies to tickets (and deals) so you can get as granualar as you need. Meaning you can setup a Ticket-Based workflow where anytime the Source is Email, the Company is Google and the discription includes ASAP, then apply the Google High Priority SLA Policy. Timerman also tracks the amount of time a ticket spends in each stage down to the minute so you can better track your SLA adherence.