We would highly appreciate it if the 'Before SLA breach' lead time could be increased or made customizable. The current 1-hour notification is simply too short for our workflow. Ideally, we would like the flexibility to set a lead time of up to 10 days, or a dynamic trigger at 70% of the initial SLA duration, which is standard functionality in many other support tools.
Thank you for looking into this!
Submitted
Increase "Before SLA breach" Lead Time or make it adaptable
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