Currently, the "Overdue" label shows as "Overdue by X days" even if the ticket was just reopened few hours ago (customer responded).The "X days" is being calculated based on the ticket's creation date. We need the Overdue label to appear based on the time the ticket was reopened since our goal is to respond within 24 hours. Can someone help me, please?
Thanks!
+7If you go to Admin / General Settings / Ticket fields you get a list of fields in the ticket. By editing "Status" you can see for which status codes the SLA times is active. Which status was used before the customer responded, and is the SLA timer active on it? The SLA times would normally only be active when the customer is waiting for a response.
Could this be the solution? Or have I not understood the problem?
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