I am trying to create an SLA policy with First reply time target for missed calls, but the target does not apply. Does the First reply time target work for missed call tickets?
No, the SLA will not run because the system is looking for a comment from the ticket requester. Missed call tickets do not have a public comment from the requester; therefore, the target will not apply.
For additional information on first reply time, see this article: Understanding ticket reply time.
I posted a bit of a hack/workaround https://support.zendesk.com/hc/en-us/community/posts/1500000091901-Apply-First-Reply-Time-SLA-to-Tickets-Created-from-Talk-Voicemails?page=1#community_comment_1260803915429
Please sign in to leave a comment.