Question
Can I create an SLA for agent-created tickets?
Answer
You can create a First reply time SLA on agent-created tickets in certain situations, such as if the agent creates a child ticket in a side conversation, or when the agent creates a ticket with themselves as the Requester. Depending on how the ticket is created, the target may not activate or may behave differently.
Other targets such as the Total resolution time, Agent work time, Requester wait time, Next reply time, and Periodic update time still apply if the ticket immediately meets the SLA policy criteria on agent-created tickets.
Periodic update time is the best option to immediately apply an SLA to agent-created tickets.
For more information, see the articles:
3 comments
Piia Riikonen
I wrote feedback:
https://support.zendesk.com/hc/en-us/community/posts/4408080772762-SLA-for-agent-created-tickets
Please vote!
1
Clarice Francis
Hi
When a follow up ticket is created from a closed ticket, the first reply time SLA does not work - but this ticket is not agent-created, it's created because an end user has replied on a closed ticket. Is there a way to get the first reply metric to work?
Thanks,
Clarice
0
Christine Diego
Everything seems to be working fine with the first reply time target for follow-up tickets. Just a friendly reminder, if you are utilizing channels in SLA policies, please remember to add the condition 'channel is closed ticket', which corresponds to the "channel" related to follow-up tickets.
0