SLA's on Pending tickets

3 Kommentare

  • Jessie Schutz
    Zendesk team member

    Hey Joshua!

    You're right - there's no condition in SLAs that checks for ticket status, so you'd need to use some other ticket property to set up these SLAs.

    Can you go into more detail about each of these workflows? This will help me make suggestions on how to best handle each of these.

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  • Joshua Bentley

    Hi, Jesse - certainly! If I'm not giving you what you want, let me know what specific details you're looking for.

    Workflow 1 - We create tickets on behalf of customers regularly. Some of those tickets require no follow up so a private note can be added and ticket closed. But where a follow-up IS needed, it needs to happen in 8 biz hrs or less. My staff keeps a ticket Open when they have more to do on it.

    Workflow 2 - A ticket is created by the customer and has already received a first reply and the customer has written back. The ticket is Open. My staff needs to reply to the customer in 8 biz hours or less.

    Workflow 3 - An Open ticket has received a reply from my staff and because we need more information from the customer, a custom field I created (called "Waiting on:") has been set to "Customer". No SLA is associated with this. The customer is notified by automation that we're still waiting on responses and there is no connection to agent performance.

    Workflow 4 - An Open ticket has received a reply from my staff, but because they have to research an issue or are waiting on an answer from another department, "Waiting on" has been set to "Research/Engineering". My staff needs to follow up with the customer in 16 biz hours or less to provide an update on how the research is going.

     

    How's that?

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  • Jessie Schutz
    Zendesk team member

    Hey Joshua! Thanks for the detailed info!

     

    It looks like you're already about halfway to where you need to go here.

    As long as the custom fields you're using are drop-down fields, you can set up your SLAs based on those fields. That'll work great for the last two scenarios you listed. You should be able to  implement something similar for the other two scenarios as well.

    Do you think that would work for you?

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