Subject: SLA Breach - Not Opening Tickets
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, ashish dabral <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Mon, 7 Jun 2021 04:54:33 -0700 (MST)

Hi Heta, 

I am still seeing tickets which are not getting opened automatically when the SLA is met. For example: 

149577 - The ticket is still showing as pending and the SLA time is - 39 mins. The last update was done on Wednesday. Attached screenshot. 

148839 - Same issue with this one. Attached screenshot. 

150278 - Same issue with this one. Attached screenshot. 

Is there any issue with Zendesk SLA? 

Regards, 
Pritish Nandi