Different autoresponse based on SLA - Kayako Community Forums

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pscs Offline

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Join Date: Sep 2007

Different autoresponse based on SLA - 21-09-2007, 05:29 PM

I'd like to send a different autoresponse for a new ticket depending on the SLA for that ticket.

Eg, some people send messages to 'support' and have a 2 hour SLA, others have a 24 hour SLA. I'd like the autoresponse to reflect that so the sender knows their message is being handled with the right SLA.

Is there any way for the autoresponse template to know the SLA applying to the newly added ticket?

Tags

autoresponse, based, sla

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