Question
Can I be notified of an SLA breach?
Answer
Yes. It is possible to build automations that send notifications of upcoming SLA breaches by using the condition Ticket: Hours until next SLA breach or to be notified of past SLA breaches by using the condition Ticket: Hours since last SLA breach. Automations run once every hour, which means an automation can send a notification as close as the hour before or the hour after an SLA breach.
For more information, see the article About automations and how they work.
Unfortunately, there is no native method to send a notification at the precise moment of an SLA breach or to use intervals smaller than hourly automations.
For more information see Creating and managing automations for time-based events.
3 Comments
I must say, reading through this thread is is quite disapointing to me.
This feels like such basic, simple TABLE STAKES for a company like Zendesk. I was lead to believe that you are THE SUBJECT MATTER EXPERTS on all things in the world of support.
The complete inability to be granular enough to allow for measuring SLA violations in minutes rather than hours and then send notifications to agents when an SLA is going to expire is UNACCEPTABLE.
This effectively means that ANY organization with an SLA of 60 mins or less, CANNOT EFFECTIVELY use Zendesk.
I would really like to know when this will be addressed?
I will even suggest that an enhancement to the existing SLA module is order. Specifically:
* allow for units of measurement to include minutes not just hours
* create a mini notification section within sla module that allows me to send notifications based on not only proximity to SLA (in minutes) BUT ALSO to specify the exact SLA metric (FIRST REPLY vs NEXT REPLY)
Hi Howard, thanks for your frank feedback. There's a thread on improving our SLA functionality in our product feedback forums with a recent official comment from our product team – can you add your use case to this thread? SLA Next Breach needs Minutes
That feedback you refer to was in 2015 and here we are in 2022 and the only change is that in September 2021 a product manager confirmed it was finally in the road map and would be shipped in phases, but with no indication on what that will look like and when we can expect it.
It is good to know that Zendesk listen to their customers, but it is disappointing it takes so long for the voices to be heard.
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