I would like to propose an enhancement to the SLA feature
- SLA Response target can be less than 15 minutes, for some case like social media we would like the response target within 5 minutes
- Selectable SLA due time reminders & escalation can be defined in weeks, days, hours and minutes, pretty much like the SLAs are currently defined. And we’re also looking forward to have the reminder less than 30 minutes so we can have more flexibility in configuring the reminder and escalation
Thanks
