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SLA Violation should not apply to tickets raised on behalf of customers

Related products:Freshdesk
  • January 29, 2016
  • 1 reply
  • 10 views
G
Skilled Expert
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Hi,


When raising a ticket on behalf of a customer (creating a ticket), the response time should never be violated as the ticket originated with the agent.


Thanks,

geirmund

1 reply

aravind.sundararajan
Skilled Expert
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Hello,


The agents can now initiate conversations from Freshdesk by sending an Outbound email instead of creating a ticket. In case of Outbound emails, the SLA timer ticks off only when the customer responds back to the email and not immediately after the ticket creation. To know more about the differences between the Outbound email and new ticket, please read this article.


Cheers!

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