The GoTo Community is currently experiencing some technical issues affecting new posts and comments. We are actively working with our service provider and apologize for the frustration.
Forum Discussion
Response Time SLA?
Are there future plans to add a response time SLA to the Incident section of Service Desk product? I'm surprised this isn't already a feature as it's quite standard across the industry.
If you were to set your critical incidents as a P2, you can then set that SLA for 1.0 hours under the SLA & Priorities area of the account.
But this is only for the resolution of a ticket, I need to hit both response and resolution SLAs as part of our business model.
Thanks for the clarification, Oliver.
While we don't have an SLA measure yet for 'first-response-time', I will change this thread to an 'idea' for future enhancements.
