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Question

bug SLA

Hélène972
Apprentice
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Bonjour,

Je ne parviens pas à appliquer les SLA sur les tickets.

l’échéance du ticket se met automatiquement à 7 jours alors que j’ai programmé 48h.

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2 replies

DavidPurse
Community Debut
  • DavidPurse
  • Community Debut
  • 1 reply
  • August 9, 2024

@Hélène972 

 

ton SLA est lié à une entreprise.

L’utilisateur qui crée le ticket est lié à l’entreprise.

Vérifies que ton sla définit est bien lié à l’entreprise de l’utilisateur

David

Yusuf Ahmed
Community Manager
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  • Yusuf AhmedCommunity Manager
  • Community Manager
  • 123 replies
  • August 19, 2024

Hi @Hélène972,

 

Greetings from Freshworks community. Could you please let me know if the ticket met the SLA condition set for the custom SLA ? There could be a scenario where the condition is not met and hence the default SLA was appended to the ticket.

 

Yusuf Ahmed, Freshworks Community ||Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

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