How do I create a first reply time SLA for agent created tickets?

Question

Can I create an SLA for agent-created tickets?

Answer

You can create a First reply time SLA on agent-created tickets in certain situations, such as if the agent creates a child ticket in a side conversation, or when the agent creates a ticket with themselves as the Requester. Depending on how the ticket is created, the target may not activate or may behave differently.

Other targets such as the Total resolution time, Agent work time, Requester wait time, Next reply time, and Periodic update time still apply if the ticket immediately meets the SLA policy criteria on agent-created tickets.

Periodic update time is the best option to immediately apply an SLA to agent-created tickets.

For more information, see the articles:

Defining SLA policies

Defining advanced SLA settings