we need more possible criteria to execute SLA Policys on tickets. the best way would be own fields as a criterion. we use a custom field to classify tickets where they come from. a person, a Monitoring systen, a storage device and so on. now, we would like to execute the SLA only on tickets, which are writen by real people. to choose our custom fields would helps very much
Thanks for the feedback, Johannes. This is part of our backlog of items that we'll be introducing in the future. We will look into introducing custom fields for scoping in Tickets for relevant SLAs.
Product @ Freshservice