When you have SLAs for First Reply Time, and Next Reply time, and a user replies to a ticket from a different email than the one they sent the initial message on, their message is an internal note, with a note this sender was not part of the conversation. This message does not count toward SLA, and removes all SLA timers from the ticket. This is a disaster, because now, the ticket has a reply from the customer, but there's no way to tell Zendesk the timer needs to be on for next reply. The ticket will sit at the very end of the view with no SLA forever, or until the customer replies angrily about being ignored.
How are other organizations working around this rather serious flaw in SLA policy implementation? The goal in my situation is to have agents work tickets in the order of wait time, so losing this SLA point if a reply comes in from a different email, literally makes using SLA in Zendesk a liability, not a feature.
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