Hi,
I am currently configuring a SLA in our Zoho Desk instance and I can't find the setting, how to define a fixed resolve time.
The use case is the following:
- If a ticket is created and the customer has no SLA set a resolve time 15 days after and the response time 10 days after the ticket creation date.
- If the ticket creator has a valid SLA set the resolve time 15 days after and the response time 2 days after the creation date.
- If the ticket creator responded to the ticket set the respond time +2 days from the response time. The resolve time should not touched
How can I configure this use case?
Thanks in advance and best regards