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How to show SLA countdown on tickets

  • August 8, 2023
  • 1 reply
  • 116 views

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?

 

 

Best answer by Eden

Hi @User47654 👋 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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Eden
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  • Premier Customer Support Engineer
  • 121 replies
  • Answer
  • August 10, 2023

Hi @User47654 👋 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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