Hello everyone,
I would like to ask for your support and ideas to help resolve an issue I have been facing for some time regarding our service SLAs.
We currently work with different SLAs depending on the type of request. In many cases, a ticket that starts as a general inquiry ends up becoming an error or incident, so I need to change the SLA to the one applied to errors, since it allows more time for resolution.
However, in the SLA configuration, I set the system to disregard the time when the ticket is snoozed or waiting for the customer. The issue arises at the moment I change the SLA to another one: the period that was previously disregarded while the ticket was paused is no longer excluded in the new SLA. Instead, the system starts counting from the original opening date without applying any discount for the paused time.
This has a direct impact on our reports, as it makes the SLA appear much more delayed than it actually is. It also reduces the available time to handle the ticket properly when the customer initially opens it under a different category.
If you have any ideas or suggestions on how to solve or at least minimize this issue, I would really appreciate it. I have already tried several approaches, but so far I have not been able to resolve it.
Thank you in advance for your support.
Best regards,
Caroline Cardona