The "Next response due" SLA is not editable for tickets. It makes sense to not have the “First response due” as editable however not the Next response. There is always a legit reason why one might want to make this editable.
- Eg:
- Clarified over the phone and promised to get back in x amount of time,
- the customer might request to do something on a specific day therefore keeping the ticket open, however if we reply and they acknowledge the next response will need to be in the agreed date
This SLA not being editable by the Supervisor or the Admin is needlessly violating the SLA’s for the agent. It would be great if this can be made editable.
