Hi,
Does RT (free or commercial version) fully support SLAs?
By this I mean:
- Can different SLAs be assigned to different ticket levels / customers?
- Does the support engineer see a countdown timer for their tickets?
- Can RT automatically email management when tickets are close to breaching their SLA (we define the time)?
- Can we get reports of ticket resolution times including metrics of tickets that breached SLA?
Thanks.