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7 Comments

  • Zachary Gilbert

    Trying to get an understanding of how the 'solved by' SLA is calculated as there does not seem to be an independent solved by SLA.

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  • Dave Symonds

    Yes this appears in my (Support) ticket but no idea on how/where the value is set?

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  • Dane
    Zendesk Engineering
    Hi Zachary and Dave,

    I tried to check for the Solved by, and I can't find it on the ticket dataset. Can you tell me more about the use case?
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  • Dave Symonds

    Ah now I cant find one - but it appeared when you hovered over the SLA indicator - there would be two entries in this

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  • Dane
    Zendesk Engineering
    Thank you. I think this is the one you are pertaining to.
     

     
    This indicates the active SLA targets on the ticket.  Please refer to Viewing and Understanding SLA Targets.
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  • Zachary Gilbert

    I don’t believe there is anything on that page that outlines how the solve by is calculated.

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  • Dane
    Zendesk Engineering
    Hi Zachary, 

    It all depends on your SLA target. 

    For example you have 24 hours SLA target for First Reply time, it will show "Reply in 1D" on the badge. Solve by is for the target "Agent Work Time". It will show you the remaining days or hours if you are using calendar days. If you are using business days, the time will adjust for it will also add up the time you are out of the office. 

    Let's say your operating hours is from Monday to Friday, 06:00 AM to 03:00 PM. You don't have operations on Saturday and Sunday. Your SLA for Agent work time was set for 10 Hours (Calendar). A new ticket was created on Friday at 02:00 PM. The ticket will show a badge "Solve in 10H".

    On the other hand, if you change the target to business hours it will count the remaining hours on your schedule, add up the total hours outside your schedule and finally add the remaining hours for the SLA target. Let's look into the same ticket but this time your target is in business hours. You have received it on Friday at 02:00 PM. Your ticket will show "Solve in 3D" (the exact date will be next Monday before 03:00PM). 1 hour for the remaining operating hours for Friday, 9 hours for the remaining hours of Friday, 48 hours for Saturday and Sunday, 6 hours before the shift starts on Monday and 9 hours as part of the remaining SLA target.
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