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Defining SLA policies



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Lisa Kelly

Zendesk Documentation Team

Edited Dec 23, 2024


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122 comments

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Lucy Husband ,

If your subscription can't create custom reports, then yes the pre-built report & dashboard won't take into account your offline hours. You'd need to create a custom report for reporting based on business hours

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Is there a way to fulfill an SLA timer if a ticket is created via email and an agent makes an outbound call to the end-user instead of a public reply?

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