For business owners: prevent untracked support ticket hold dates

Support agents lose hold dates when deadlines change, creating untracked holds and SLA risk. This captures the hold date at deadline change so managers can prioritize backlog and avoid SLA surprises.

Overview

Untracked hold periods create hidden SLA risk and frustrate customers. This workflow captures the hold date whenever a ticket deadline changes, giving managers a reliable backlog signal and preventing surprise escalations. Operations teams report clearer prioritization and cleaner audit trails.

Notable Features

Record hold date on deadline change
Alert agents and managers immediately
Append timestamp to ticket history