Adding the SLA breach countdown to your views

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15 Comments

  • Comment actions Permalink

    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?

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  • Jessie Schutz
    Comment actions Permalink

    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!

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  • Katie D.
    Comment actions Permalink

    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. 

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  • Comment actions Permalink

    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.

     

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  • Katie D.
    Comment actions Permalink

    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. 

     

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  • Comment actions Permalink

    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.

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  • Katie D.
    Comment actions Permalink

    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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  • Aaron S
    Comment actions Permalink

    Does anyone know how to create SLA's based on a view? for example - 2 hours on a view called new customer enquiries? 

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  • Nicole - Community Manager
    Comment actions Permalink

    Hi Utemaster -

    Views are really a way of searching, filtering, and sorting tickets, rather than a physical place the ticket lives. Think of it more like a saved search than an inbox. So you can't really apply an SLA based on a view.

    What you may be able to do is create an SLA based on the same criteria that put the ticket into the view, i.e. tickets with the tag "new" go into that view and also have an SLA applied.

    Can you tell us more about the workflow that adds tickets to this view? (i.e. does an agent apply a tag? What are the conditions for the view?)

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  • Aaron S
    Comment actions Permalink

    Thanks (BTW - my profile was named Utemaster) 

    The ticket has a tag for example Quote / Warranty issue etc. That puts it into a view for each agent or also overall. 

    What we want to be able to do is assign an SLA based on the tag type as opposed to the Customer. 

    Sounds like your idea is the best for us, how do I go about doing this? 

     

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Aaron,

    If your tickets are being tagged, you can create an SLA Policy similar to the following:

    It should be a fairly simple SLA policy if you're only basing the conditions off the tag that's associated with a ticket. 

    Hope this helps!

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  • Johann Lazarus
    Comment actions Permalink

    Hi - when a ticket has breached SLA (First reply) during the business hours schedule will the timer pause of continue to run outside of the schedule?

    So for example our business schedule hours are 8am to 8pm Monday to Friday. If I get a new ticket or a public comment from an end user at 2pm the first reply SLA or next reply SLA is 1 hour. So in this case if I respond before 3pm the SLA target is met.

    Now if after 3pm I have not provided a public reply the SLA time will count down and show the time since the SLA target has breached.

    My question is; if we roll outside of the business hours schedule (so after 8pm) will that timer continue to count down or will it pause and count down again at the start of the business hours schedule (8am)?

    I tried having a look at the online articles but couldn't find any information on this.......

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Johann,

    As long as you've configured your SLA policy to take into consideration Business Hours then the timer will pause when outside your schedule you've set up. I've provided a screenshot of where this option shows up when configuring your policy: 

    You can find out more in the following article: Defining and using SLA policies (Professional and Enterprise)

    Hope this helps!

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  • Micah
    Comment actions Permalink

    Hello,

    I've set a simple SLA policy around 1 tag per view that we have set up.  I've added the "Next SLA Breach" to the view but still am not seeing the SLA's appear.  Any chance you could help troubleshooting why it would populate?

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  • Heather Rommel
    Comment actions Permalink

    Hi Micah,

    Usually that means the SLA is not applied to those tickets.  I've seen in some cases an SLA is not applied if all the settings don't match.  Without being more familiar with your particular environment, I'm not sure we can help without getting more details from you?

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