Pausable Update, a new reply time metric for Zendesk Support SLAs Follow

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18 comments

  • Avatar
    Brad M.

    Whoo hoo! Thank you for this new feature. While we have a "periodic update" requirement with our customers, we had removed it from our SLAs exactly because it would not pause when you were pending. I greatly appreciate this new feature!

    Two great releases/announcements in one week! The other one being SPAM check after edit.

  • Avatar
    Jake Holman

    @Brad: Glad you're liking the recent releases! This one is rolling out slowly, so isn't instantly available like the change to spam checking was. 

    We should see the new metric available to all accounts by January 20th, but I'm hoping for a few days before that.

  • Avatar
    Zac

    Will Pausable Update count the time between internal comments on non-Pending tickets? One of our challenges is tracking work that is done internally, away from the customer's view. For example, if I assign the ticket to an internal team for work to be done, and I want to hold that team accountable for the task - I would set a 4-hour SLA to apply to that group that resets when an internal comment is submitted.

    It seems like this new SLA would work for that use case, as long as the ticket is not in Pending status. Is that right?

  • Avatar
    Jake Holman

    @Zac: It will only trigger based on public comments by agents.

    Our reply time metrics (first reply time, next reply time, periodic & pausable update) are all intended to be requester facing. They will rarely reflect anything about the internal workflow of a ticket.

    We believe Service Level Agreements are about enforcing and measuring quality of communication between a business and their customers. Sometimes that's explicit in the form of an actual agreed upon commitment, but not always.

    You could use SLAs to do what you're suggesting - keeping a team accountable for a task - though you'll certainly run into limitations as it's not really what we intended with the feature. 

    Do you think this definition of "Operational Level Agreements" fit better with what you are trying to achieve? https://en.wikipedia.org/wiki/Operational-level_agreement

  • Avatar
    Zac

    Yep, I think "Operational Level Agreements" fits our needs better. Any suggestions on how to manage those using Zendesk's current architecture?

    Also, any special things in the works that allow for that as a built-in Zendesk feature? It would help us to be able to organize our operational teams' work by urgency.

  • Avatar
    DJ Jimenez

    If I'm using Pausable Updates in addition to Next Reply Time with the same time targets, what happens when an agent responds with "I'll check that for you" (leaving the ticket in Open or On-hold) and the customer responds "Thank you" an hour later? Would the SLA metric be under Pausable Updates or Next Reply Time? Or both? Would it be a double-breach if it is not responded to within both time targets?

  • Avatar
    Leandro Vasconcelos Sava

    @Dj Jimenez

    In this situation the next reply time will apply.Why? The Pausable update is only applied on the ticket when the agent makes a public comment and does not put the ticket on pending status. It is different to the next reply time metric which applies to the ticket as soon the end-user replies email.

    Regards,

  • Avatar
    DJ Jimenez

    @Leandro In the example, the agent does not put the ticket in pending. I reached out to ZD Support and they said both policies would apply:

    "I've checked into this for you and done some tests myself here to confirm the expected behaviour for you.

    "Based on your use case both SLA targets are still in effect and active.  If either Targets are not achieved within the target time they will breach as expected.

    "If the agent replies publicly before the Pausable and Next Reply time target breaches both targets are achieved.  In the case of the Pausable target it resets and continues if the status is still Open but is paused if the ticket status is Pending."

    So which is it: does it switch from Pausable to Next Reply, or do they both apply with the shorter showing as the "Next SLA Breach" value in views?

  • Avatar
    Leandro Vasconcelos Sava

    @DJ Jimenez. My apologies, you are right since the ticket was not set to ON-HOLD both policies would apply. 

    So which is it: does it switch from Pausable to Next Reply, or do they both apply with the shorter showing as the "Next SLA Breach" value in views?

    Let's say that you reply the customer and set the status to OPEN, the SLA policy for next reply time will pause and the Pausable update will start, also will show the Pausable SLA badge on the ticket. Then when the customer reply the next reply time policy will start again.However, the SLA badge will still show the value for Pausable metric and not for next reply time.

    I would suggest you to use an app called SLA Event Tracker, the app will show you all the SLA policy currently active on the ticket.

     

     

  • Avatar
    Erin Boyle

    "Pausable." Genius. ;)

  • Avatar
    Jeff Callahan

    Today we are currently using the following Metrics

    1. First Reply
    2. Next Reply
    3. Periodic Update

    The Agent offers a Response and sets the Ticket to Pending.  The Customer does not reply and the Ticket re-opens after 2-days due to an automation.  When the Ticket re-opens it is in Breach of the Periodic Update SLA.

    If we were to use the Pauseable Update metric when the ticket re-opened would it not be in Breach of SLA?

    Also if we do not wish to track the SLA when the Ticket is in Pending would we replace the Periodic Update metric with the Pauseable Update metric?

     

  • Avatar
    Kristen Mirenda

    Hi @Jeff -- you are correct. Given what you've described, you should get the desired behavior by swapping out Periodic Update with Pausable Update.

    Pausable Update pauses when the ticket goes into the pending state and reactivates the same instance when transitioning back to an open state.
  • Avatar
    Jeff Callahan

    @Kristen - thanks!  This worked I swapped out Periodic for Pausable Update and now my Pending tickets are not subject to SLA.  

    Are there plans to implement the same logic for On-Hold? When a Ticket is On-Hold I do not want to be subject to the Pausable Update SLA

  • Avatar
    Jeff Callahan

    @Kristen,

    Would there be an need or issue in having both Periodic and Pausable Update Metrics defined?

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    Yoav Brog

    I second Jeff's request to have the Pausable update ignore the on-hold state!

    We use on-hold mostly for bugs and feature requests, so I don't want the SLA timer running. Is there a way to get around this (even if it's with triggers/tags/etc...)??

  • Avatar
    Jeff Callahan (Edited )

    I do not understand how the Pauseable update is working.  

    Below is a screenshot of my Pending Tickets.  Why do some Tickets have the SLA as Paused and other it is missing.  All of these tickets have an SLA when Open.  

     

  • Avatar
    Jessie Schutz

    Hey, Jeff and Yoav! I followed up with Kristen on this and she'll be weighing on this soon. :)

  • Avatar
    Kristen Mirenda

    Hi @Yoav -- off hand I don't have a workaround for that, but I can take it as a feature request. @Jeff -- it's hard to see what's going on from your screenshot, could you please file a support ticket if it's not working as expected? Our advocates are much better equipped to dig into your particular setup!

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