Subject: SLA timer is not working properly
From: Pritish Nandi <[email-masked]>
To: ashish dabral <[email-masked]>
Cc: saurabh <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, Pravesh Singh <[email-masked]>
Date: Fri, 15 Jul 2022 08:13:51 -0700 (MST)

Hi Ashish, 

This is to escalate an ongoing issue with Zendesk where the pending tickets are open beforehand the SLA time. 

For example - If I reply to a ticket today and set SLA date for Wednesday, it will open within 24 hours which shows incorrect count of open tickets in agent's queue and he needs to again put them in pending. 

233150 
233464 
233150 
229772 
233846 

Regards, 
Pritish Nandi