Enabling agents to manage requests in the Help Center customer portal

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4 Comments

  • Naomi Watnick

    hi Friends - we were looking forward to this feature but need to manage SLA for internal requests just like our external customers.  With our internal users being light agents, it appears from this article that the SLA clock will not work for this use-case.  Can you please confirm?

    Thanks!

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  • Ben Van Iten
    Zendesk Community Team

    Hi Naomi Watnick,

    You are correct that First Reply Time, for instance, will not work on tickets created by internal agents. The clock will not start until the first comment by an end-user.

    My apologies as I know this isn't what you were hoping to hear, but it is a limitation of SLA's at this point. I would welcome you to post in our Product Feedback forum as well so that other users can upvote your request and add onto it: https://support.zendesk.com/hc/en-us/community/topics/200132066-Feedback-on-Support

    Please let us know if you have any further questions or concerns.

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  • Dan Cooper
    Community Moderator

    Nova Dawn

    In the instances where this statement says closed, should it say solved instead?  

    • If an end user comments on a ticket closed from the request page, the ticket automatically reopens. However the ticket does not automatically reopen when an Agent or Light Agent submits a comment to a closed ticket, (the comment is submitted and added to the thread as a comment).

    Just making sure I'm not missing a larger announcement of edits coming to closed tickets in some form. 
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  • Nova Dawn
    Zendesk Documentation Team

    Dan Cooper Good catch! Thankfully you haven't missed out on any larger announcements, tickets are in fact "solved" not "closed" - I have updated the article accordingly :)

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