You can set SLA policies in settings with conditions and time. Whenever there is any activity in ticket e.g. create ticket, change status, reply ticket, etc. SLA policies are checked for it and adds first matched policy time to it.
You can add it in your ticket list. By setting it default orderby in ticket list setting, you do not need to order it manually every time to check overdue tickets.
Improve Customer Satisfaction with Service Level Agreements | SupportCandy
Streamline ticket assignments and prioritize customer support with Service Level Agreements. Conditionally assign agents automatically. Get it now from SupportCandy.
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