Please forgive me if this is a stupid question. I tried looking in the knowledge base and through the community before finally posting my question that I'm hoping the community can help me with. I'm not sure if this is an SLA or some “ruling” that I have to adjust.
When we put in a ticket we have that after 48 hours we get a notification of a pending ticket. However, even if the ticket was updated we still get that notification. How do I change it to after 48 hours we get a notification of a pending ticket if the ticket was not touched or updated. Can someone please advise?
I hope you're having a wonderful day! Could you kindly let me know where exactly you're seeing the notification? This way, I can take a closer look for you. Lala is right; it should indicate where those other notifications are coming from.