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Merged idea
This idea has been merged into another idea.
To comment or vote on this idea, please visit PRD-I-6969 More SLA rule triggers.
SLA to be applied only on assigned conversation
Merged
It is critical for our business and way of working with Front to get SLA triggered and applied only when a conversation is assigned to a teammate.
It's my bad, I talked with Maria and your ask is a bit different from what I understood. As a follow-up I'm merging this with a parent Idea that includes this request. Thanks!
Hi Fred, can you please double check as your colleague from the support team told me this is not possible to have the SLA rule applied and calculating only when the conversation is assigned to a teammate not when conversation is unassigned ?
Thank you Kind regards Murielle
Hi, thanks for your note. My name is Fred, and I'm part of the Product team here at Front. I reviewed your request: this is already available through the Assignee is [Any teammate] condition. You can add it to your SLA rule conditions.