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Why aren't SLA badges or targets appearing?



Edited Mar 05, 2024


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5 comments

Are there any other potential reasons? The lack of SLA badges in New tickets in our case is endemic, and yet these tickets do not have an agent as a requester, and a trigger has set the priority to normal.

Despite this, 50% of tickets do not receive an SLA badge.

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Cheeny Aban

Zendesk Customer Care

Hi Oliver,

If the SLA is still not showing on your tickets, you may contact our Customer Support to take a deeper look.

 

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Hello:) Is there any trigger we can set for tickets with private comments to show an SLA badge? We sometimes get Follow-Up Tickets from customers answering to already closed tickets. We receive these tickets as private comments. When I look at the events of the ticket, I can see that the ticket was assigned a priority, however the SLA Badge is not showing, resulting in the ticket not beeing answered in time. Thank you very much for your help!

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hey Zendesk Team This article should be updated now in light of the advanced SLA settings available. 

https://support.zendesk.com/hc/en-us/articles/7411959450778-Announcing-advanced-SLA-configuration-settings

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Gabriel Manlapig

Zendesk Customer Care

Hi Elina,
 
SLA first reply time is calculated based on the public comment from the user / requester. If a ticket is created with a private comment, the SLA first reply time target will not start until the ticket gets a first public comment from an end user.
 
For reference, please see this article: Zendesk SLAs and first reply time
 
Just a quick note: there are instances when an end user responds to a closed ticket and wasn't part of the original conversation. In such cases, the follow-up ticket will receive a private comment instead of public comment, which means the SLA won't apply. To answer your question, I'm afraid this is an expected behavior and we don't have a trigger to fire the SLA badge to run.
 
Thank you!

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