Target SLA response time

3 Kommentare

  • McCabe Tonna
    Community Moderator


    What I've seen which I think is useful is modifying the notify requester of received request to let them know about your SLA guidelines of 72h

  • PROVENTIC **** EMEA Reseller Partner
    Community Moderator


    I'm with Tonna here since there is no way of using this information in your triggers and automations. The reason for this is that SLA's in Zendesk runs completely separate from the rest of Zendesk ie. its not a property of the ticket itself.

    If you have different SLA's for different organization or anything like that, you could try to automate the email with liquid markup to have different text sent out depending on org or customfields.


  • Lester

    cheers guys.


    I appreciate the suggestions. It guides me in the right direction.




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