Defining OLA policies using internal SLAs and child ticket side conversations

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11 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
  • Lengow

    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

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

    1
  • Lengow

    Thank you Scott Allison! Looking forward to that release!

    0
  • Jeremy Mifsud

    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.

    1
  • 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. 

    1
  • Paul Williams

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

    0
  • Scott Allison
    Zendesk Product Manager

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

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  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    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 Bronilla 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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