Defining and using SLA policies (Professional and Enterprise)

Have more questions? Submit a request

156 Comments

  • Conza
    Comment actions Permalink

    Hi Nicole,

    Yes of course. 

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Great, I'll reach out in a ticket. Look for a message from me shortly. 

    0
  • Susan Maher
    Comment actions Permalink

    Since the order of the SLA policies matter to ensure they get applied to the correct ticket how can we reorder the Policies without deleting them and redefining. 

    I am in the process of improving our implementation of SLAs.  I am adding policies to existing ones and modifying processes.. I have a need to make one of the new policies first in line.  So far I have found no way of doing this without deleting ALL the Policies and starting again.  Am I right or am I missing something?

     

    0
  • Peter Reynolds
    Comment actions Permalink

    We're having issues when a ticket is created by an Agent, the timer is not starting, even though a Periodic Update should now be applied.

    0
  • Chris
    Comment actions Permalink

    Hi - How can we set up Service Level Agreements on tickets based on ticket creation time as opposed to first public end user time?

    Our tickets are created via an API/integration with our own site - so the ticket comes to us with Internal Comment only, and not a direct public comment from End User

     We need to track First Reply/Next Reply time based on when ticket is created, but this seems to not be possible with the standard set up. There seems to be a metric that tracks exactly this, but seems it's logic is not available to customers to use?

    0
  • Ifechi Okobi
    Comment actions Permalink

    Hello,

    How does SLAs work with reassigned tickets?

    Say Agent 01 reassigns a ticket to Agent 02 in a different department having an SLA of let's say Agent Work Time of 2 hours.

    • Does the SLA kick off referencing the time when the ticket was reassigned or uses the requester's first comment time as a reference?

    I see that someone asked a similar question in the comment section and it was never addressed. I would appreciate if someone could explain this to me. Thanks.

    0

Please sign in to leave a comment.

Powered by Zendesk