If you've been using Zendesk Support's SLA feature, you know there's already five metrics you can set in your policies. First reply time, next reply time, periodic update time, request wait time and agent work time gives you lots of flexibility in how you want to measure and enforce your Service Level Agreements.
We're introducing a sixth metric so you can have further options for tracking reply time metrics: Pausable update.
What is Pausable Update and how is it different?
Pausable update falls into the "Reply Time Metrics" category, meaning it's used to measure the cadence of (usually) public updates to the requester of a ticket.
Pausable update time is very similar to periodic update time except, as its name suggests, the tracking of the metric can be paused.
The pausable update metric uses the agent's public comment on a new or existing ticket as a starting point, only if that ticket is not in the pending status; or, it starts when a pending ticket is changed to a non-pending status with either no comment or a private comment from an agent.
To find out more about how this metric and all other SLA metrics work together, check out Defining and using SLA policies.
Where can I find the new metric?
When creating a new policy or updating an existing policy, you'll see a new metric included in the metric table called "Pausable update". It will look like this:
If you can't remember what every one of these metrics does, remember you can always hover over the name of each metric to learn a little more. Here's what displays when hovering over Pausable update:
And of course, do take a look at our documentation for SLAs, Defining and using SLA policies.
What about reporting?
Just like all our other SLA metrics, you can report on pausable update in exactly the same way. For those making use of Insights, it will be available for you to include in your reports. For those relying on our incremental exports, the metric is included there too.