|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.