How can I troubleshoot common SLA issues?

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3 Comments

  • Krista Zaloudek

    With regards to SLAs for First Reply Time and Next Reply Time, are these pausable by moving the ticket to an on hold status?

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  • Sabra
    Zendesk Customer Care

    Hey @...! Moving the ticket to an On Hold status does not pause the SLAs for First Reply Time and Next Reply Time.

    0
  • Elle

    For the example in which an agent creates a ticket for an end user, I understand why first reply time is not available because the Agent makes the first public comment, but how can we assign an SLA? Can we add a periodic update?

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