We set up an SLA rule today, however, when testing by sending an email, the SLA hasn’t been updated/counted down.
The example, our SLA is 1 working day. The ticket has been open for 2 hours, however, the SLA token still displays 1 day. How do we get the visual countdown?
Hi 
Eden from the support engineer team here.
At the moment, it wouldn't be possible to overwrite an existing SLA that is already applied to a conversation with a new one. The only way to apply a new SLA would be to remove the old one from the conversation first, so that the new SLA rule can then apply the new SLA. This would be a great feature request though!
You can read more information about SLAs here.
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