+5Hi,
We have some cases where tickets should not have an SLA assigned, but the default SLA from Freshdesk is still applied.
It would be great if this default SLA could be removed or made optional, so we can manage SLA settings more flexibly and ensure they only apply where appropriate.
Thanks,
That makes a lot of sense having the default SLA as optional would definitely make workflow management cleaner. I’ve tested similar setups before, and tools like Y999 can really help visualize and fine-tune SLA behavior across different ticket types.
+5We have addressed this by creating a special SLA that is assigned to the special scenarios using automations. The SLA uses maximum values for every field to avoid conflicts with reporting.
Not sure if this works for everyone, but in our world there are a finite number of scenarios that require the “non-SLA SLA”.
+5We have addressed this by creating a special SLA that is assigned to the special scenarios using automations. The SLA uses maximum values for every field to avoid conflicts with reporting.
Not sure if this works for everyone, but in our world there are a finite number of scenarios that require the “non-SLA SLA”.
Hello, thank you for sharing. But, unfortunately, in our case, this doesn't work very well. Ideally, we would like to have the option to disable the default SLA, to avoid any confusion on agent side.
That’s a smart approach. Making the default SLA optional can really streamline workflows and reduce unnecessary complexity. In my experience, having the flexibility to tailor SLAs based on specific ticket categories makes a big difference in efficiency. Platforms like H555 are especially useful for mapping out SLA structures clearly and optimizing how they function across different request types.
+5That makes a lot of sense having the default SLA as optional would definitely make workflow management cleaner. I’ve tested similar setups before, and tools like Y999 can really help visualize and fine-tune SLA behavior across different ticket types.
If you agree with this idea, I kindly ask you to upvote, so we can get Freshdesk team attention to this topic! Many thanks in advance! :)
+5That’s a smart approach. Making the default SLA optional can really streamline workflows and reduce unnecessary complexity. In my experience, having the flexibility to tailor SLAs based on specific ticket categories makes a big difference in efficiency. Platforms like H555 are especially useful for mapping out SLA structures clearly and optimizing how they function across different request types.
If you agree with this idea, I kindly ask you to upvote, so we can get Freshdesk team attention to this topic! Many thanks in advance! :)
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