How do SLA's on Email Tickets work?

[davidbann]

Hi,

Just to clarify, my understanding is that a phone ticket is a ticket that you create when a customer requests something from you, usually over the phone or in person. An email ticket is used when an agent needs a customer to do something, so in actual fact the task is to be carried out by the customer - Is that right?

If so, how do SLA's work with Email tickets? If for example I create an email ticket and assign a 1 hour SLA to is, who is the 1st response time calculated from? Is it when the customer replies to the agent's request, or does it still calculate according to the agents first response?

Please correct my understanding if I am off track.

Thanks

[ferrosti]

Well, a "1 hour SLA" is no good definition, I hope this was just for example.

Depending on the tickets content you´ll set the SLA and the tickets status to "waiting for customer reply". The status will "hold time".

[davidbann]

Thanks ferrosti, but I think we are misunderstanding each other...

You are right - "1 hour SLA" is only an example... So let's say that I have an SLA that has a 1 hour 1st response time. I create a new "e-mail ticket" and send this off to the customer. If the customer responds after 40 minutes, does that mean that the SLA has been met?

I have not seen a ticket status to do with "waiting for customer reply"??

[ferrosti]

Maybe this is one of our custom states.
Anyways, you´ll just have to define a 'pending' state that tells the agent, that this ticket is waiting for customer response. SLA time will not count on pending states, as far as I know.