Business Hours and SLAs

• How to send escalation emails to an agent who has not responded on a ticket for a definitive period of time?

  Tue, 19 Sep, 2023 at 3:20 PM
• Can individual SLA policies be set up for different categories?

  Sun, 22 Sep, 2019 at 4:32 PM
• Which agent is attributed under the Tickets resolved/Resolution metric when there are multiple agents working on a particular ticket?

  Sun, 22 Sep, 2019 at 4:34 PM
• Will the reopening of a Resolved ticket count against Average Resolution time?

  Sun, 22 Sep, 2019 at 4:34 PM
• What is the difference between "response due" and "overdue"?

  Sun, 22 Sep, 2019 at 4:35 PM