One section of our company uses Freshdesk to communicate with writers. The same email string is often used for a total time span of over a month.
We want every new ticket to be responded to within 4 days.
We also want every new customer reply from an existing ticket to also be responded to within 4 days.
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EXAMPLE:
We receive new ticket. Due in: 4 days.
We reply to ticket on Day 3, and it's automatically closed.
A week later, customer responds to original ticket. Right now, this ticket would either be due in 1 day (or often they come in as "overdue" at this point). Instead, we want any new responses from customers to "reset" the timer, giving a "Due in" time of 4 days.
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We tried making the "Resolve within" time much longer than the "first response" time, but our problem is that it's the "Resolve within" that shows on the main ticket page "Due in x Days," so it looked like we had lots of time when we really only had four days.
We've looked and looked at different SLA settings, Observer and Supervisor rules, etc., but haven't yet figured out a way to make this happen. Is this possible?
Is there a FreshPlug that can do this? Or could it be an added feature?
