Defining group SLA policies for internal teams

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20 Comments

  • Jennifer Gillespie

    So in my testing of this new feature it looks like this new feature activates even on new tickets for the 1st group it goes to if they are part of a Group SLA Policy.  I was hoping that this Group SLA policy would only activate if the ticket moved internally beyond the 1st team which makes more sense to me. Meaning if the ticket started and stayed with one group then a Group SLA Policy would not be enforced as there is no need to ensure that tickets are moving around internally as at that point the only SLA needed would be the original SLA between the company and the client contact (public reply). 

    Not having any options beyond setting a time for each priority makes this 'feature' look to simply timebox tickets being open and staying within a single group which is not super helpful.   
    Is this really how you intended it to work? If so, is there going to be more flexibility released at a later date?

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  • Scott Allison
    Zendesk Product Manager

    Jennifer Gillespie Yes, that's how it operates. We built it in a way we can add more flexibility later, based on customer demand. 

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  • Justin Carpenter

    So, it appears that this still does not solve setting traditional SLAs (First response, second response, etc) for agents that submit their own tickets, correct?  We use Zendesk for Customer Support (external) and IT Helpdesk (Internal).  Currently, there is no way to apply our standard SLAs to users that submit IT helpdesk tickets is they are an agent in the same instance.

    These group SLAs do not solve for that, correct?

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Justin Carpenter

    Yes, that's right. Group SLAs only allow you to measure the Ownership time metric for a group. This metric measures the length of time the ticket is assigned to this group. It starts when a group is assigned to a ticket and ends when the ticket is reassigned. The targets are still the same and cannot be adjusted to a company's standard SLAs. 

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  • Justin Carpenter

    Arianne Batiles Thanks for the confirmation.  Is there anything that allows us to apply standard SLAs to a ticket that an agent submits then? 

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Justin Carpenter,

    May I ask if you are referring to the FRT target for tickets created by an agent? The way SLA works for this metric would still be the same.  If an agent creates a ticket on behalf of a customer with an internal note, the first reply time target starts when the customer makes a public comment and ends when the agent makes a public reply. Now, when the comment is of an agent is in public, the first reply time is not calculated since the SLA first reply time target is immediately satisfied. It does not activate or record an achievement. 

    Let me know if you are referring to this or a different metric. 

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  • Mc Bourgie

    The group SLA feature is great for measuring ownership time. However, we have different targets for ownership time based on the request type for the same group. Are you planning to add additional conditions such as form or custom fields? 

     

    Thanks!

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  • Bobby Koch
    Zendesk Luminary

    I like where things are going. How do I report on Ownership time? i don't see it in explore. 

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  • Bobby Koch
    Zendesk Luminary

    It's good to know we can measure on a success rating, but I would like to know if we can report on the actual duration of group assignment, rather than achieved y/n

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  • Scott Allison
    Zendesk Product Manager

    Bobby Koch Check out this Explore recipe which it think will help you get what you need. Just remember to substitute "Group SLA" for "SLA". e.g. "Group SLA metric time completion (min)". Also, I should add there is a Group SLA tab in the dashboard, but it will only appear once you actually have some tickets with Group SLAs on them. 

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  • Christine Diego
    Zendesk Customer Care

    Hi Mc Bourgie,

    At the moment, additional conditions for group SLA is not yet available but we are listening to feedback and suggestion, so I encourage you to post this as a feature request in our feedback forum

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  • Ann-Sofie Redbjörk

    Hi there

    Is there a possibility to set SLAs in Zendesk based on a 5 scale priority matrix instead of a four scale one as you have (as this is what we would like to use)? Cant see anywhere where i can change the Priority "headers" in the SLA policy.

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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Ann-Sofie,

    It's not possible to add or modify the values included in the default priority ticket field. You can create a custom ticket field to track any custom priority values you want to include in your workflow then use the custom field as condition for a separate SLA policy.

    Hope this helps.

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  • Ann-Sofie Redbjörk

    Hi again

     

    And how would i set up a separate SLA policy, where i could add the connection to a field i have set up myself (a  1-5 priority one for ex), i can´t seem to do it through the SLA area in business rules in the admin center, and triggers doesn´t give me the options i need

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  • Scott Allison
    Zendesk Product Manager

    I'm the Product Manager here at Zendesk responsible for SLAs and I wanted to provide you all with an update. We're currently rolling out an enhancement to Group SLAs so you'll now be able to specify more conditions in your group SLA policies than just the group alone.

    That means more flexibility to put more appropriate targets on group ownership time based on the type of ticket being handled.

    More info below:

    https://support.zendesk.com/hc/en-us/articles/6340850168346

    Ann-Sofie Redbjörk We don't support custom fields, but you could use tags instead.

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  • Scott Patterson

    Sorry if this is a stupid question, but how do these interact with normal SLAs? Will each ticket have both a normal SLA policy as well as a Group SLA policy applied (assuming ocnditions match), which are both ticking down?

    And then does it just show the agent whichever timer is closest to breaching?

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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Ann-Sofie Redbjörk,

    To give an idea of how it can be done. Let's say you have 5 levels of priority like Low, Normal, High, Urgent, and "Extremely Urgent".

    The first thing to do is to create a custom ticket field (dropdown).

    You will then have to create a trigger that sets the standard priority field to match the custom field we created. See Can I automatically set priority on tickets for my SLA targets
    You will still need to set Extremely Urgent priority as Urgent since that is the highest the standard priority field can go.


    Now let's go to how the SLA can be configured. First, you create a policy for all the standard priority values but we add a condition that this policy will not work if the value "Extremely Urgent" is selected.

    Then we create a separate policy for "Extremely Urgent".

    This is only a suggestion and may or may not suit the workflow that you're aiming but I hope this gives you an idea of how it can be done using a custom field.

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  • Scott Allison
    Zendesk Product Manager

    David Patterson

    How do these interact with normal SLAs? Will each ticket have both a normal SLA policy as well as a Group SLA policy applied (assuming ocnditions match), which are both ticking down?

    Yes, that's correct. They are completely separate and don't interact with each other.

    And then does it just show the agent whichever timer is closest to breaching?

    That's right. But when you hover over the timer you'll see all the SLAs running on the ticket. And in Views, there is a new column specific to Group SLAs.

    Ticket View:

    Views:

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  • Kelly Janssen

    I can see where Group SLAs can be set using either Business Hours or Calendar Hours - if we have multiple schedules setup (e.g. each department has slightly different hours) can we define Group SLAs by schedule? If not, what schedule is used to define the Business Hours selection?

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Kelly Janssen welcome to our Community! 

    Great question! If you have multiple schedules, you will need to use business rules to ensure that the right schedule is applied to the ticket as SLA uses the schedule on the ticket.

    If you haven't set up the business rules to apply schedule to your tickets, the first schedule in the list is your default schedule and applies to all tickets. 

    More info here. I hope this helps :) 

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