Question
I am looking to establish a Service Level Agreement (SLA) policy with a target for the First Reply Time for missed calls. Will the First Reply Time target work for missed call tickets?
Answer
Yes, SLA can now be applied to call tickets upon their creation.
For additional information on first reply time, see this article: Understanding ticket reply time.
1 comment
Steve Francis
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
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