Multiple SLA policies
On the plan pages I don't see any tiers that list Multiple SLA policies as a benefit. I'm on the blossom plan and do not seem to have the ability to add another SLA. Can I get some clarification this feature?
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At the very least I would like to have an "internal" SLA, or disable SLAs for tickets where our team are the contact.
BTW, this is part of the screen when creating a new SLA:
You can apply SLAs on the basis of Company ( customer ), Group, Product, Source ( ie Email, Portal, Phone etc ) and Type ( ie Question, Problem etc). In your case, you could have one group where "external/normal" tickets are assigned and one group where "internal" tickets are assigned, each with its SLA and Business Hours. If you think of groups as buckets/containers ( which is what Freshdesk Groups actually are ) instead of user groups, this is easier to visualize.
Thanks. I knew how to do it I just didn't see the button. I hadn't thought of looking at the full feature comparison list, I was just looking at the pricing page.
Thanks for setting me straight. This is the only feature of the garden plan that would be useful so I think we'll stick with Blossom for now.
So I added a status called "Internal" and set one of my personal tasks to that status but it still says "Response Due" in the ticket index.
That was my assumption but I wanted to make sure and was hoping you had a fix. Oh well :)