How can I troubleshoot common SLA issues?

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  • 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?

  • 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.

  • 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?

  • Josh
    Zendesk Customer Care
    Hi Elle!
    Thank you for messaging us.  It is true that you can add periodic update SLA however, the SLA will be active even in Pending. But this will satisfy your use case.
    You can check more about SLA here: 
  • Milos Sirotanovic

    Unrelated question, but you do not have this page anywhere.
    I want to know more about your SLA with ZD clients.
    I have been waiting for the last three months for a resolution, and each time I asked about the SLA, I was either ignored or, in the end, given a sign-up sheet where I asked the question and now have to wait for someone to get back to me.
    Sorry for using this page. Your agents do not care if the issue is being worked on in private.
    Please assist or advise on the following article to ask the SLA question.
    Thank you.


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