WHMCS Helpdesk should support the feature of allow us to define SLA Response Times per ticket, client, group, product or service.
Only this way we can provide our clients with specific support plans based on pre-defined SLA respsonse times. For example we have clients that have a contract of a SLA repsonse time of 1 hour and other clients with SLA response times of 6 hours.
In terms of the way it should work in detail it should be similar to what Kayako helpdesk does, allowing us to define cusotm SLA response times.
This is a must for every company that needs to meet SLA response times and its the only thing that for us is missing on WHMCS helpdesk.
Hope WHMCS can consider implement this feature in a near future or we will be force to leave WHMCS and go to another product that allows this.
Thanks and Regards