Hi,
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.
+1We 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”.
+4We 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.
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