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How to Avoid an SLA Escalation or Reminder
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Using On Hold Status
The On Hold status allows you to pause the SLA. When a ticket is in ‘On Hold’ status, the SLA timer pauses; hence, agents will not receive an escalation email.
Using SLA
You can also avoid an SLA escalation or reminder by creating the separate SLAs, as shown below.
Create a Tag
Create a ticket or clone with a tag like ‘my-tracking’ in the agent portal as shown in the following screenshot.
Set the condition
Set up a condition that tickets should meet for the SLA to be applied. Use a tag as shown in the following,
Set the target
- Select the maximum number of days for both the Time to First Response and Time to Resolution options.
- Ignore the Time to Next Response option.
- Disable the Reminder and Escalation toggle buttons.
By setting up the new SLA as explained above,
- The due dates for the first response and resolution will be very long, hence avoiding an SLA breach.
- You will not get a reminder or escalation email.
- The next response date will not be calculated.
Related Article
To learn more about SLA, read this article.
