[SOLVED] Apply SLA to Customers

[rafaqf]

Hi all,

We need to use the SLAs to know if our customers answer to the tickets in the right time.

I know (correct me if I'm wrong) that SLA only applies to agents. If an agent doesn't update or modify a ticket in the amount of time stablished in the SLA, then the ticket is Escalated.

Is there a way to use SLA also for customers, so that when a ticket is opened and assigned to a customer, the SLA escalates the ticket if the customer doesn't update or modify something of the ticket??

Thank you very much, any help is really welcome.

Rafa

[rafaqf]

Ok, the second field in the SLA, "Escalation - update time", is for both Customers and Agents, because it looks for some update, it doesn't matter who.