TimeZest ticket statuses and SLAs
C
Charles Haber
I am requesting a workflow that notes what status a ticket is coming from when the TZ pod is used. We want to keep Scheduled_TZ in the "Responded" SLA and we want a status like Rescheduled_TZ that is in the "Planned" SLA. Example:
New -> Scheduled_TZ (Responded SLA)
In_Progess -> Rescheduled_TZ (Planned SLA)
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J
John Spengler
We are currently evaluating our SLA tracking and this is a sticking point for us as well. We experience alot of reschedule or 2nd visits and breaking this out would be very helpful.
Could be managed from the Workflow Mode