Hey, thank you for taking time to write such a detailed feedback! Really appreciate this.
The automations are just for that, in automations admin tab you can create rules like email has text `@google.com`, `[email protected]`.
If true you can apply certain actions like set SLA, assign to a specific agent, etc.
You're right this SLA system is not flexible enough, I will work on improving this feature.
Regarding the "FRD Overdue" and "RD Overdue" labels, they show when the First Response Deadline or Resolution Deadline for a ticket has passed. Yes adding some hover text makes sense.
The automations are just for that, in automations admin tab you can create rules like email has text `@google.com`, `[email protected]`. If true you can apply certain actions like set SLA, assign to a specific agent, etc.
You're right this SLA system is not flexible enough, I will work on improving this feature.
Regarding the "FRD Overdue" and "RD Overdue" labels, they show when the First Response Deadline or Resolution Deadline for a ticket has passed. Yes adding some hover text makes sense.
Maybe the https://libredesk.io/docs page needs a concepts section.
Again thank you for the feedback.