Hi,
It would be great to have the flexibility to use other fields, including custom fields, as conditions for SLA rules. This would allow us to tailor SLA settings more precisely to different ticket scenarios.
Thanks,
New Idea
Use Custom Fields as SLA Conditions
+5
I agree! We have an SLA for a specific Request Item, but people often just email in rather than use the Request Portal, so it would be great if we could have a custom “Ticket Type” field run the SLA that matches the request item. I have tried creating a new Workflow, Business Rule, etc, but there is no option to set that when a field is updated to a specific value, set the “other” SLA that we have.
+2Another vote for this! The current options for defining SLAs are extremely limited and limiting, and do not reflect a flexible platform. This should be native in-built functionality for any serious ticketing system.
Join the Community
Already have an account? Login
Welcome back to Freshworks Community
No account yet? Create an account
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.