Defining OLA policies using internal SLAs and child ticket side conversations

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5 Comments

  • Thomas D'Hoe
    Community Moderator

    Is there also a way to report on these OLA's in Explore? 

    1
  • Scott Allison
    Zendesk Product Manager

    Hey Thomas, 

    Thanks, that's a great question! You can report on these in Explore, using the SLA dataset. To isolate and report just on the "OLAs" you can add a filter on ticket channel, and restrict to "side conversation". Like this:

     

    1
  • Clothilde Le Cose

    Hi! Is there a way to define and apply OLA policies for standard tickets (not using side conversations)? Thanks!

    0
  • Scott Allison
    Zendesk Product Manager

    Clothilde Le Cose Not yet, but this is something we're actively working on! Expect to release it in Q1 next year.

    1
  • Clothilde Le Cose

    Thank you Scott Allison! Looking forward to that release!

    0

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