| Announced on | Rollout starts | Rollout ends |
| June 12, 2023 | June 12, 2023 | June 16, 2023 |
Zendesk is excited to announce a new metric type for service level agreements (SLAs) called Total resolution time.
This announcement answers the following questions:
What is changing?
Currently, there are six different SLA metrics. We are introducing a new metric called Total resolution time. This new type of SLA allows you to set a target for the entire life of a ticket, from when it is created until when it is solved.
Why is Zendesk making this change?
We heard from our customers that there was a need for a resolution time metric that included the entire life of a ticket, from creation to resolution, including while the ticket is in the pending state. Existing resolution time targets do not include time spent in the pending state.
What do I need to do?
You can configure the new Total resolution time metric in Admin Center by creating or editing an SLA policy and entering values in the targets table. To learn more, see Defining SLA policies.
6 Comments
This is great news!
How will the metric be described in the policy_metrics object? Would it be total_resolution_time?
Such as in the following example:
{ "priority": "urgent", "metric": "total_resolution_time", "target": 120, "business_hours": false }Zendesk Developers > API Reference > Business Rules > SLA Policies
Rafael Santos Good question! It's just resolution_time
Hi,
Is there a way to get this value in Explore synced without visibility to Agents?
We want to measure it but not interrupt Agents by seeing and keeping "Agent Work Time" as the main SLA (without mouse-over to the SLA icon).
They already confuse why in Pending and On-Hold, it´s not "Paused."
Thanks.
Tobias
@tobias That's an interesting idea, to make SLAs (or some of them) invisible for agents, but still run and record data for access in Explore. It's not something we currently have any plans for but I'd encourage you to create that request here, and we'll monitor the interest. One other option, it's possible that some of our partners today might already have this capability, such as Cloudset. Thank you for the feedback, it's always appreciated.
Is the use of this instead of Reply Targets and Update Targets? When previously looking at our SLAs it seemed to be that it was either the use of Reply or update Targets but not both. Our use case for this would be to have reply targets and also Total Resolution Time both working in tandem - please confirm if this is how this would work. Thanks
Kelsey Davis You can use all SLA metrics at the same time if you wish. But we recommend you understand each and pick the ones relevant to your business.
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