Currently there’s no way to update Resolution time automatically. What we’re left with is “Overdue” tickets every time a customer responds to an old ticket. An automation could easily solve this and reset the resolution SLA when a customer replies and give us a useful SLA.
New Idea
Automation to update SLA
+1
+3Hi Ben,
I ran into what might be considered a similar challenge that was solved via automation rule.
You can make an Automation Rule that creates a new ticket if a customer responds to a Resolved or Closed ticket. If you’re comfortable with something more advanced, you can do it with a webhook - or there’s native controls to achieve the same effect under Automation Rules → Ticket Updates.
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