When a Support Agent takes a phone call and opens a ticket for a specific client we should be able to see how long we have to fix this ticket.

Some clients might pay a large amount of money on a monthly basis and wants everything included.

So when an agent opens a ticket over the phone it does add the SLA ONLY IF it is set to hourly rate - not managed with monthly fee I cant see the option to select the Contract which they are actually on.

But if the customer opens a ticket from the helpdesk agent it works perfect and shows how long is remaining on the SLA.

I think there should be a way to add the Month to month Monitoring SLA for clients in there tickets aswell.