SLA count on "Re-open"

Beantwortet

9 Kommentare

  • Jessie Schutz
    Zendesk team member

    Hey Oren! I'll check with our Mods to see how they handle their SLAs. :) 

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  • Fernando Duarte

    What SLA are we talking about?

     

    First reply?  Time to solve?

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  • Dan Cooper
    Community Moderator

    This is a tough one.  You could address this a few ways though - setup a trigger to notify on re-open.  An extra nudge to your agents that a ticket is re-opened can minimize this impact.  

    You could also set these tickets to re-open and be placed in an on-hold status and use an agent work metric for solve times.  This would allow for you to define a process that doesn’t impact your SLA clock.  You’d just want to be careful of missing important updates from your customers. 

    You could also look at next reply metrics.  Maybe you don’t need to solve a ticket in X days.  Maybe you just need to respond to customer inquiries quickly.  In that case, a next reply metric wouldn’t cause your SLA to fail, it would start a new SLA clock and your past success would still be captured. 

    I would lean towards the first one based on what my experience has been.  In most cases our tickets have been “solve in X days” type metrics.  Re-opens can destroy this.  We have our team address them quickly (and watch eachother’s tickets to prevent a vacation or day off from being the culprit. 

    We also work from a view that is sorted by Next SLA Breach. This shows us the next ticket that is going to breach.  If we met an SLA and it’s re-opened it goes back in line exactly where it would fall.  We may lose some time on fulfillment, but we have a much higher chance of solving that ticket before it misses this way because our whole team monitors the same view and solves based on next SLA breach (and they can also see assigned tickets that are moving up the list and nudge those in the event of a “thanks” update).  

    Hope this helps! 

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  • Oren Gozlan

     

    Still - looking for a restart SLA on re-open... 

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  • Sergio Anarte

    +10000!!!

    Please Zendesk should provide a solution for this, it's not a super unusual request...Every time we open the ticket, the SLA should start from 0.

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  • Merel Boucneau

    Is there already a solution to start from 0?

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  • Brett Bowser
    Zendesk Community Team

    Hey Merel,

    At this time there's no way to restart the SLA back to 0. Do you happen to have a use case where this feature would be useful? I'd like to pass this along to our Product Managers with any additional information.

    Let me know!

    1
  • Merel Boucneau

    Hey Brett

    For us it would be realy useful. As agent we try to answer in the first hour that we receive the ticket. We also want to be able to do this when the customer has answered. But now we don't have a good overview of tickets that are reopened. For the moment when a ticket is reopened, the SLA continues to count and can increase to several days. 

    Thank you for the follow-up.

     

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  • Brett Bowser
    Zendesk Community Team

    Thanks for the additional information Merel!

    I'll be sure to pass this along to our PM's so they're aware of this need.

    Cheers!

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