SLA based on internal notes


35 Kommentare

  • Scott Allison
    Zendesk Product Manager

    Thank you everyone for your patience, I can share an update. The good news is we have kicked off engineering on a foundational project that will support many future enhancements to our SLA capabilities. Once we complete this first phase we'll start work on adding new features, expected sometime in Q4.

    In the meantime, we have new documentation on how you can measure internal workflows using child tickets and SLAs.

    While this does require a child ticket for each step, we do also plan to support reassignment workflows too. This is where a ticket is reassigned to one or more groups and each step has its own internal SLA, as well as the overarching customer-facing SLA. This is something we'll be working on too and I'll share progress when I can. 

  • Scott Allison
    Zendesk Product Manager

    Meg Gunther We're actively working on SLAs right now. I don't have a more specific timeline I can share right now but these improvements will start launching in the first half of next year.  

  • Krista Zaloudek

    Scott Allison We are really excited to hear more about the capabilities that you are developing as our organization additionally has several reassignment workflows within our internal teams each with different desired SLAs. We'd love the ability to prioritize the SLA targets within an SLA policy, be able to reassign with ease and be able to have internal notes or public comments start SLAs for internal teams. If there is any way to share more about what features might be included in the release that you are mentioning as well as any guidance on timeframes, this would be really helpful!

  • Denise Sehlmeyer

    Scott Allison Any update on this?  I have the same Question as Krista above, are you able to share SLA features that are upcoming and the timeframes of them?

  • Maik Künnemann

    Hi Scott Allison 

    The last 3 years it was possible to activate a SLA with a ticket update via API and a empty end user comment body:

    "ticket": {
    "comment": {
    "body": "",
    "author_id": 376666831978,
    "public": true

    Since july 29 nothing happens anymore. Before the change, the SLA was started with such API request. See this screenshot:


    We used this workflow for quite different cases, e.g.
    - Starting the SLA for proactive tickets
    - Starting the SLA after adding internal comments
    - Restarting the SLA because only one public comment was sent as an intermediate message, but a follow-up message must be sent to the customer within a new SLA.

    All these cases were realized with a trigger + webhook + the API call above.

    So we have to know why was this changed? What are the new workarounds to realize the cases shown?


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