We’re using Freshdesk for internal support and use a custom Dependent Ticket Field that allows us to categorize tickets. The basic layout is “Department->Category->Subcategory”. The user submitting a ticket selects the Department (IT, Facilities, HR”, etc.) which in-turn displays department specific categories. They ten select a subcategory from a list of subcategories specific to the selected department and category.
Since it’s not possible to create an SLA based on a custom field, we’d like to create automations that set the ticket due date based on the ticket’s Department/Category/Subcategory selection and priority.
I can think or a number of scenarios where it might be very useful to be able to override the default SLA based due dates using ticket specific criteria and having the ability to set it in an automation would be huge.
