Hi Freshworks community,
I’m exploring how teams that run field service or repair based operations are using Freshservice to manage SLAs and ticket lifecycles effectively.
In repair environments (like appliance or equipment repair), tickets often go on hold multiple times due to parts availability, customer scheduling, or vendor dependencies. This makes SLA pause conditions and accurate resolution reporting really important.
A few questions I’d love input on:
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How do you design SLA pause conditions so they stay reliable even as on-hold reasons evolve?
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Do you maintain legacy pause reasons for historical accuracy?
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Any tips on handling SLA repairs without impacting older tickets?
We’re evaluating this setup for a repair workflow similar to what many appliance service providers deal with daily (for example, tracking response and resolution timelines for appliance repairs handled at https://appliancerepairok.com), so getting SLA logic right from the start is critical.
Would appreciate hearing real-world Freshservice experiences, especially from teams supporting physical repair or maintenance services.
Thanks!