Fine Tuning: Succeeding with SLAs--why, when, and how!

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  • Michal Inbar

    Hi Sam,

    I am trying to understand if I have a way to set an SLA of agent work time but only since the ticket was open (not new), do you know a creative way to achieve that?

    Also, do you know if I can use the event time stamps in the explore section?




  • Ben Van Iten
    Zendesk Community Team

    Hi Michael,

    I responded to this question on another Community post of yours recently, and I just wanted to re-post that here in case anyone is following along on this thread:

    "In this case I would recommend creating a trigger on your account that every time the status of a ticket is changed from new status to anything else, a tag is added to the ticket. You could then have the SLA policy require that tag in order to run. This might mean having an entirely separate SLA policy for the target that you are trying to measure, depending on your workflow."

    I'm not sure what you mean about the explore question though. Could you explain that part a bit more?



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