Applying Default Priority & SLA to Desk Tickets
Hi team, we've opted to use a Priority Based SLA for our ticket desk. I understand that we cant apply a default Priority value on ticket creation for, say, Medium Priority and for Zoho Desk to calculate a standard Response and Resolution time based on that. As a result, I have set the Priority field as a mandatory field (along with three other mandatory fields) for agents to fill out when starting to work the ticket. The issue here though is that when the Priority field is populated at the same time as the three other fields - Desk doesn't seem to apply/calculate the Response and Resolution. In order to populate the R&R times, you then have to re-select and save a Priority. Its all a little bit clunky. Is there a way around this?
Topic Participants
Andrew Bentley
Ashwinth Shekar
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