Defining SLA policies

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104 Comments

  • Sabra
    Zendesk Customer Care

    Hey Maribeth Toleco! I know it's been a while since you posted, but the behavior your agent was seeing does sound odd! I think this would require a deeper look into your account and with that agent, so if they are still experiencing this please reach out to our Support team so we can assist further!

    Hello Whitney! There are three possible ways to create a side conversation at this time: email, Slack, and ticket. If you are creating side conversations with the ticket option, you can set up SLAs/OLAs following the example in this article: Defining OLA policies using internal SLAs and child ticket side conversations. Since the other two methods of side conversations create threads that aren't actually tickets, we can't determine which SLA policy the conversation would meet and thus can't capture SLA information. That being said, we are always looking for ways to improve our system, so I would highly recommend posting your feedback and use case to our General Product Feedback topic!

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  • Holly

    Super excited for the "total resolution time." However, is there any way to get the SLA to pause when the ticket is on hold?

    1
  • Zsa Trias
    Zendesk Customer Care

    Hello Holly,

    Unfortunately, there's no way to pause the SLA for "Total Resolution Time" metric on any status change. As mentioned in its definition, "It measures the entire lifecycle of a ticket, from when it's created until when it's solved. It doesn't pause on any ticket status changes."

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  • Priscila Santos

    Hi,

    When we receive a ticket the SLA is 8 business hours, but the system is adding the Periodic Update to SLA and it is increasing the time for agents to give the first reply.

    Do you know why it is happening?

    Thanks.

    Priscila.

     

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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Priscila,

    I've gone ahead and created a ticket on your behalf to investigate your issue further. Please check your email. 

    Thank you.

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  • Sarah Seiwert

    Is "periodic updates" a measurable metric? I can't seem to find it anywhere on Explore to add to my reports.

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  • Bobby Koch
    Zendesk Luminary

    Sarah Seiwert yes - it is in the SLA dataset though, won't show up in tickets, updates history, knowledge, etc., You will probably want to measure it in % achieved 

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  • Andrei
    Community Moderator
    The Wise One - 2021

    Hey, this is the formula for the metric like this.

    IF [SLA metric]="Periodic Update Time" 
    THEN AVG(SLA metric completion time (days)) 
    ENDIF

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  • Sarah Seiwert

    This doesn't seem to be working for me. It's telling me that I have syntax errors. Besides changing days to hrs), what else am I missing. I'm a coding novice, so please be kind to me, community!

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  • Andrei
    Community Moderator
    The Wise One - 2021

    Sarah Seiwerts, from the screenshot I see that the attribute and metric are not recognized, Most likely you are trying to add this metric not in the SLA dataset, but in another one. Could you double-check it and create it in the report from the SLAs dataset? 

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  • Maribeth Toleco

    Hi Team,

    I am wondering why tickets from our web form and web widget comes in without an SLA and Group. 

    All suggestions on how we can fix this is very much appreciated!

    Regards,
    Maribeth

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Maribeth Toleco,

    I've created a ticket for you so we can further investigate. Please check your inbox for updates. 

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  • Sarah Seiwert

    Is it necessary to have a pausable and periodic update SLA on the same defined policy? They sound so similar and perhaps there's some redundancy there that I can choose one or the other based on what I want to have happen for my tickets? 

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Sarah Seiwert

    It is not necessary to have both the pausable and periodic update SLA on the same policy, The main difference of those targets is the pausable update gives you the option to pause the SLA when the ticket is set to Pending status. Hope this helps! :) 


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