Zendesk does not track how many hours since the last public reply by any agent. They track it per assignee, but that’s not really usable if you run a 24/7 support center that wants to guarantee a response to open tickets in a relatively short amount of time and you’ve got a high likelihood of multiple agents touching the ticket. I’ve implemented a workaround that solves this issue for us. In short, I’m using “Ticket: Hours since open” as the timer and I’m forcing it to be true that the ticket has always been in the Open status for the same amount of time that it has gone without response. · When a customer creates a new ticket, set it to Open immediately. Don’t use New at all. All tickets that are waiting on your agents to say something are using the same timer now. · If any agent replies to an Open ticket and leaves it Open, force it to change status to something else and then back to Open, resetting the timer. · Make an automation that checks “Ticket: Hours since open” and marks it as out of SLA if it’s too high. The first step is handled with a trigger on incoming tickets. The second step is handled with two triggers (one to change the status and another to change it back.) The third step is just an automation that tags the ticket so you can do whatever you want with it. My actual setup is a bit more complicated than this, but this is the basic idea that I expanded on. I've seen a lot of people looking for this kind of functionality, so I hope it's helpful. It doesn't solve all the problems that having a new metric would solve, but at least it helps us reply to customers on a consistent schedule.
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