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How do I create a first reply time SLA for agent created tickets?



Edited Sep 18, 2024


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3 comments

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

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Christine Diego

Zendesk Customer Care

Hi Clarice,
 
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.
 

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