I have been trying to implement markers for tickets waiting too long for a response either by using the SLA function built into Hubspot, or with ticket tags. The problem is these both mark the ticket for the whole journey. For example: If the ticket sits in New too long with no response, its marked as overdue. If the ticket is then waiting on the client, its still overdue (we dont need a SLA marker here at all, the ticket is waiting on someone else.) Then the client responds, its still overdue. Instead it would be good if you could set SLA or tag by status. When the status changes the timer would reset, and would only become overdue after being in the new status for too long. At the moment I can only measure time to close, or time to first response. Whereas ongoing tickets that are waiting for a response form our users are going unnoticed with no way of tagging.
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