How to alert your team to tickets nearing an SLA breach

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4 Comments

  • Martin Cubitt

    Madison, thanks for sharing this idea which is a good starting point to use alerts to prevent SLA breaches. 

    I do have a few questions, to help me and others get more out of it.

    1. If you have two SLAs and one uses Business Hours and the other Calendar Hours (or even a mix of both in one SLA), which operator should you use against Ticket: hours until next SLA breach?
    2. If you have 1st response and resolution SLAs defined for the same priority, won't the tag set when the 1st response SLA alert is sent, preventing anything going out for the resolution SLA? How can you handle that?
    3. If the SLA is 1 hour, the Hours breached is compared to < 1 rather than 2 and the ticket is created 2 minutes before the automation runs, the alert will correctly send, 2 minutes after creation as the SLA will have 58 minutes left which is < 1 hour. However, if the ticket is created 2 minutes after the automation runs, the ticket alert will be sent when only 2 minutes remain. Worse, of course, if the SLA is less than 1 hour and you just missed an automation cycle, the breach will occur before the next cycle so no alert is sent and the ticket SLA is breached. I guess this is a problem with Zendesk running automation hourly and having hourly intervals in conditions. Have you any workarounds?

     

    2
  • Gustavo Oliveira
    Zendesk Customer Care
    Hi Martin,
     
    Thank you very much for your question!
     
    1. If you have two SLAs and one uses Business Hours and the other Calendar Hours (or even a mix of both in one SLA), which operator should you use against Ticket: hours until next SLA breach? 
      Answer: The one you want to address for that automation. If Calendar, then Calendar. If Business Hours, then Business Hours.
       
    2. If you have 1st response and resolution SLAs defined for the same priority, won't the tag set when the 1st response SLA alert is sent prevent anything going out for the resolution SLA? How can you handle that? 
      Answer:  You can add more to your trigger/automation instead of using only one tag/priority etc. For example, you could add another tag to distinct one from the other.
       
    3. If the SLA is 1 hour, the Hours breached is compared to < 1 rather than 2 and the ticket is created 2 minutes before the automation runs, the alert will correctly send, 2 minutes after creation as the SLA will have 58 minutes left which is < 1 hour. However, if the ticket is created 2 minutes after the automation runs, the ticket alert will be sent when only 2 minutes remain. Worse, of course, if the SLA is less than 1 hour and you just missed an automation cycle, the breach will occur before the next cycle so no alert is sent and the ticket breached. I guess this is a problem with Zendesk running automation hourly and having hourly intervals in conditions. Have you any workarounds?
      Answer: The Automation suggested by Megan is already targeting less than 2 hours to avoid any issue that could be caused by the time the automation will run. Using that less than 2 would be the workaround.

      Best regards,
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  • Stephen Skobel

    We were really hoping to implement this, but under the duration, you must enter a whole number for hours. We have a 30-minute SLA time, and we wanted it to notify us when it gets to 10 minutes until breach. Is there a way for us to accomplish this?

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  • Brett Bowser
    Zendesk Community Manager
    Hey Stephen,

    It looks like we made some recent changes to how our upcoming breaches are displayed as mentioned here: An easier way to see upcoming SLA breaches
     
    One of our Product Managers also mentions that SLA breach notifications in minutes is something they intend to look into next. Check out his comment here: https://support.zendesk.com/hc/en-us/community/posts/4409217598490/comments/4534105641626
     
    I hope this helps!
     
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