Question
How do I create an SLA for agent created tickets?
Answer
Creating a FRT SLA for agent created tickets is not possible. When your agents create a ticket on behalf of the customer, the SLA starts after the customer's initial response and not from the point when the ticket was created.
SLAs measure the average response and resolution times between your agents and customers. An important thing to realize is SLAs are based on ticket events. This means that for tickets to be matched to an SLA policy, something needs to happen to the ticket, like a ticket creation or update event. Otherwise, the ticket shows no SLA information or shows the old SLA information.
Other targets, like Agent Work Time, Requester Wait Time, Next Reply Time, and Periodic Update Time, will still apply and display if the ticket meets the SLA policy criteria immediately on agent created tickets.
Periodic update is likely the best option for applying an SLA to agent created tickets, as it can be applied immediately on the ticket.
Please note that a newly created SLA policy is not applied to existing tickets, so you need to update the ticket to apply the SLA.
5 Comments
Tickets that were reopened (from pending/solved) by light agents does not set the SLA since it was updated with an internal note. This is an issue since most tickets are missing SLAs when more than half of customers are full-service where light agents open tickets on behalf. Will this be addressed? Ideally a setting in option that allow us to treat light-agent tickets similar to end-user when it comes to SLA...
Hi John,
I had a look around and unfortunately there is no option to have the SLA to apply on the ticket, once it is re-opened by a light-agent.
As far I am aware there is nothing on the road map to have an option to make the light-agent comment to be public.
However, I would highly encourage you to post this request on our Product Feedback forum, since that forum is the primary channel used by our Product Management team and other Zendesk users to discuss possible new features and suggest workarounds. I also recommend subscribing to the article so you'll be updated of any further comments. We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
Thanks!
The explanation for prohibiting the "first reply" SLA when an agent creates a ticket relies on the assumption that those tickets are created on behalf of customers. If you're using ZenDesk across multiple teams for multiple purposes it's possible that agents in one group could be considered internal "customers" when submitting tickets to another group.
I'm relying on the suggested "periodic update" hack to enable sorting by "Next SLA Breach." Ideally, there should be an option to define the agent group(s) excluded from the "first reply" SLA instead of assuming all agents should be excluded.
Steve - I am also facing the same predicament. What is the "periodic update" hack?
We are an Enterprise customer of Zendesk and have the same problem Steve and Gadi have.
We have multiple groups/departments (as any Enterprise does) and cannot apply first touch SLA to those tickets created by an Agent.
You would think, you could add a tag to the tickets, via a Trigger and then specify that tag to be included in the First Touch SLA also.
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