Hello! I am sorry for the delay with replying. The developers detected a bug and are working on fixing it. I will notify you once it is fixed and the SLA is working again.
Steven, SLA counts only working hours of working days according to the regional settings on your site. Could you check whether the SLA indeed expired if you take it into account?
Thank you for the confirmation, Steven! Also developers detected an error related to your instance. Usually, it occurs on a very large number of tickets but they can see only 89 ones. Could you confirm it or specify the real number of tickets you have?
Another request, Steven. Could you specify whether the issue persists on all HelpDesk sites or only on some of them? In the last case, please share the URLs of the problem sites by sending a message to support@plumsail.com (refer to this topic in it).