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Defining OLA policies using internal SLAs and child ticket side conversations



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Amy Malka

Zendesk Documentation Team

Edited Jul 19, 2024


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11 comments

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Thomas D'Hoe

Community Moderator

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

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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:

 

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

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Scott Allison

Zendesk Product Manager

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

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Thank you @...! Looking forward to that release!

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Please note that Growth plan does not support Side Conversations and therefore this article is marked incorrectly.

On another note, looking forward to OLAs being implemented on Zendesk this year.

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Nova Dawn

Zendesk Documentation Team

Thanks Jeremy!
Yes, we're all pretty excited about the upcoming OLAs.
Good catch by the way. I've updated the article accordingly. 

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How do parent ticket SLAs begin after the child ticket has been responded to?

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Scott Allison

Zendesk Product Manager

Paul Williams The SLAs on the parent and child ticket(s) are completely separate.

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Jahn

Zendesk LuminaryCommunity Moderator

Hi Scott Allison - hope all is well.

Is there any update with the OLA using standard tickets and not Side Conversation? Per your previous comment you mentioned that this will be released this Q1? 

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Scott Allison

Zendesk Product Manager

Jahn Thank you for the question! We launched Group SLA in May which provides a new way to measure group ownership time on tickets. You can use that on parent or child tickets, and combine the approaches if that makes sense for your workflow. 

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