I would like to suggest that there be a Default SLA option that isn’t tied to contracts, so every ticket would come in with the the Default SLA. This would help provide better Dashboard stats, as the ticket timer doesn’t pause for tickets unless they have an SLA assigned. We don’t have contracts with every customer, and also we get new tickets that are for new customers, who wouldn’t have a contract and thus an SLA.
I would like to have it work that it would assign the Default SLA to every new ticket. If the Customer has a Contract SLA it would override the default for their tickets.