Adding the SLA breach countdown to your views Follow

Comments

7 comments

  • Next SLA breach is showing the info in days. Can we show that in hours? For Ex: 72 hrs, instead of 3days.

    The tooltip on Next SLA Breach column shows the exact datetime of SLA breach. Can we show this datetime as report/view column?

  • Avatar
    Jessie Schutz

    Welcome to the Community, Balasubrahmanyam!

     

    I'm not sure about the answers to your questions, so I'm going to find somebody who can help you. Sit tight!

  • Avatar
    Katie D.

    Hello Balasubrahmanyam!

    Excellent question. When you add an SLA badge to your views, it's going to show in hours if the breach will occur in 36 hours or less. If hours until breach are greater than 36, the badge will show in days until breach. I hope this helps! Please let me know if you have any other questions. 

  • Thank you Jessie.

    Hello Katie,

    Thanks for the response. Let me explain our problem. We have support team works from different geographical regions on different applications. But ZENDESK shows timelines/SLAs from one configured time zone.

    So, when the SLA is mentioned in days, it doesn't give right information to the Agents at different locations. But number of hours to SLA or the exact date time of SLA gives more relevant information.

    For Example:-

    Our ZENDESK is configured for NZ time zone. A ticket SLA showed 3 days on a Friday. So, the agent in India thought that he can finish working on the ticket by Monday. But the SLA expired on Monday morning 4 AM  India time (around noon NZ time). So, by the time the agent in India looked at the ticket at 8 AM India time, the SLA already breached.

    Had he known the number of hours left to SLA breach or the exact date time when the SLA would be breached on Friday, he would have addressed it accordingly.

    So, I am trying to understand if there is anyway to show hours instead of days, or SLA datetime (currently this is shown as tooltip on Next SLA Breach) in the view.

     

    Thank you.

     

  • Avatar
    Katie D.

    Hello Balasubrahmanyam!

    Thank you for your follow up question, and the thorough details on what you're looking for. At this time, it's not possible to change how the SLA timer is displayed. I can absolutely see the value in the functionality you've mentioned, and encourage you to leave this feedback in our Product Feedback Forum

    Beyond that. It could be beneficial to consider creating an automation to notify your agents of upcoming SLA breaches. This could be one way to safeguard against breached SLAs. I'd be happy to further discuss this if you'd like, and can promise a more prompt response. 

     

  • Hello Katie,

    Thanks for the details. I will leave feed back on forum.

    We tried automation too, but in this particular weekend scenarios, the 24hr notification also appears over weekend which wouldn't be much help.

    Is there a way to skip weekends from SLA counting? i.e showing next SLA breach as 24 hrs on Friday if the SLA breaches on Monday? Or if we can skip weekends on automated notifications, then they see notification on Friday for Monday SLAs.

    Thank you.

  • Avatar
    Katie D.

    Hello Balasubrahmanyam!

    Are you currently using business hours by chance? This could be one potential way to address this issue. If you set business hours on your account, you'll then be able to set your SLAs to only run during business hours. I've created a ticket to discuss this further with you, please be on the lookout for a ticket from me.

    Looking forward to chatting further about this!

     

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