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Manual SLA adjustment from Inbox

Helpdesk

I would like the ability to manually change an assigned Service Level Agreement (SLA) directly within the user interface.

Currently, SLA changes are only possible through workflows.

Our use case involves situations where a customer might raise a critical ticket, but upon review, we deem it to be a medium priority - or vice-versa.

We need to be able to downgrade or upgrade the SLA in the UI, similar to how other ticket attributes can be adjusted.

Post type
💡 New feature
What part of Help Desk?
Posted by Adam Racovalis ·
Status: Planned2 comments

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Comments2

  • Robert Ellam

    •

    Oct 30

    Is there a workaround for this?

    • Adam Racovalis

      •

      Nov 1

      Ive yet to find one, its annoying us, we cant reassign SLAs so basically I cannot meausre my support teams performance. Simple feature that should definitely be here.