suggested this on December 06, 2009 15:33
I would like to know the possibility of pausing the SLA clock when the status of the ticket is pending.
I agree - we have trained our techs to mark items pending that are waiting on things such as hardware ordering, user response, additional info, etc. Pausing the SLA clock or simply adding the option to build the SLA rules based on open tickets only would be fantastic.
I would consider this to be necessary for a helpdesk to report correctly. SLAs and reporting must allow for outside factors to be in any way relevant.
This is also very important to us. Today, we manually have to review each ticket that's gone out of SLA and determine if the cause was the clock still ticking when the status was changed to pending. Having the SLA time calculated including pending time encourages bad behavior on the part of agents, who tend to mark tickets solved to avoid breaching SLA.
"Stop the clock" is an important functionality for any helpdesk. You can stop the SLA clock when the status is pending. You could improve this by having a sub status or field called 'Status Reason' and the stop the clock for some of your status reasons.
I agree. I need this on my SLAs.
Also, I need to be able to get SLAs defined not only on "solved" issues but also on answering times, I need for example, be able to be working on an issue (answerting time) on 2 hours, but have 24 for solved it.
Very important for us too (or stopping the clock on certain current_status etc)
I agree. Having the ability to stop the clock is important when calculating SLAs, as is having the ability to suspend a ticket with a reason. I'm not sure that this functionality should be attached to the Pending status though, I think it should be separate. If your customer has access to the portal, then any tickets you set to Pending show as 'Awaiting your action' to the customer.
Coherence Design have a Stop-the-Clock feature on our commercially available SLA Management extension module capability for Zendesk.
Please contact us on email@example.com for further details.
Huge +1. Also, looks like there's another thread for this, here: https://support.zendesk.com/entries/509921-stopping-the-sla-clock-w...
Crucial for accurate SLA reporting - in fact I was surprised that this is not the default behaviour.
+10. This is very important. An example here is that my gooddata reports show an average first reply time of 29 minutes, and agent wait of 99 minutes, and a requestor wait of 74 minutes. If this were a single ticket then it would be 2:53 to solve, if it is marked urgent my SLA target is respond withing 1 hour (success) and solve within 2 hours (fail), even though the client only waited 1:14. The SLA should be looking at the 1:14 and considering this a within target performance. My tech can't control the client side delays.
+1 - absolutely essential
Lima - Perú
We just went live with Zendesk on Monday and I'm amazed - and disappointed - that SLA's do not factor in the Pending status.
I'd love to chat with you all more to understand your SLA needs better, so I'm going to try something new. I've opened up a few 15-minute slots on my calendar to have these chats - feel free to go sign up for a time here: http://doodle.com/hebiigb9ni7t7g26
Looking forward to talking with some of you soon!
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