Is there any way within your software to manage SLA's and get times that agents worked on items?
SLA Management is integrated as part of Enterprise package with multiple SLA Rules for both feedback and help desk platforms since 4.2 version
We don't have SLA management but do have ticket rules where you can set condition who would br assigned on the ticket depending on time.
So you need to go to Adminiatration - Help Desk - Ticket Rules and add rule where you can put condition on day or time and set actions who would be responsible, subscribed or just notified on incomung tickets.
We'll consider full management of SLA in the next major release
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