Hi all, this could be interesting for many of you:
Current status:
when we resolve a ticket the SLAs get stopped. And when a customer replys to the resolved ticket the ticket gets reopened and the existing SLAs apply again.
Problem:
As the exisiting SLAs will be applied and for example the first response time is already exisiting, we do not have enough time to answer those reopened tickets in a timely manner. Therefore the SLA performance gets down.
Solution:
For us it would be really helpful to apply a new first response time or completly new SLA's for reopened tickets.
Hopefully this is relevant for more Intercom useres, so this will get checked and prioritized 😊