SLA based on internal notes

13 Comments

  • John Kim
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    I first thought this was bug.. well I hope it is a bug that gets addressed because this is absolute show stopper for larger companies with a lot of full service clients...

    7
  • Melanie Maury
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    +1 This is a feature that we desperately need.

    3
  • John Kim
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    I reached out to Zendesk support and they confirmed there is no way to set a SLA target for tickets returned/reopened by light agent through internal comment. So the new SLA feature is a no-go for most of us with light agent managing communication of full service clients. Unfortunate, since the new SLA looked promising..

    1
  • Zac
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    This is also very important to our workflows. The use case is as follows:

    • End user sends email to our Zendesk. First Reply Time SLA goal is set.
    • Zendesk Agent replies to End User. First Reply Time SLA goal is met and removed.
    • Zendesk Agent realizes ticket requires collaboration from a separate team. Zendesk Agent reassigns the ticket to the corresponding Group.
    • Ticket appears in View of Unassigned Tickets in the destination Group, but with no SLA goal set.

    When tickets are sorted by Next SLA Breach, this creates an opportunity for those tickets to age out in the back page of the View. In the absence of SLA policies that can apply to internal comments, another helpful approach might be to elevate these tickets with no SLA goal to the front of the View, instead of the back, so Agents don't lose visibility.

    1
  • Mie Dohn
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    I need this as well. 

    I think it is weird that no SLA metric can be triggered be an internal note. We try to work 100% SLA based, and this makes it a bit complicated because some tickets just get forgotten. This is both related to tickets submitted by agents and tickets with only internal comments e.g. a phone call, which has obviously had public activity (via the call it self).

    1
  • Luisina
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    Hi, we need this as well. I hope it is implemented in 2019.

    Thanks!

    1
  • Natalie Sipos
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    This feature is very important to us as well, and the lack of SLA on internal notes has caused a lot of frustration. I really hope it gets put on the product roadmap soon.

    1
  • Rebecca Pead
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    We really do need this feature. In our user case we serve an internal team of agents with operational queries. Tickets comments in the user case are typically internal. We work SLA based as a company and this causes a lot of frustration. We still need to serve these customers in an SLA based workflow, regardless of whether they are internal or external.

    1
  • Amber Barnes
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    +1 for this. We would also like to be able to utilize SLA on internal actions. 

    1
  • Kelsey Davis
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    I would definitely be up for this 100%!

    Our team has a smaller group of full agents supported by a large group of light agents. I would like to be able to report on whether or not light agents are getting responses back to the team in a timely fashion, and this could be done with SLAs for them.

    I'd ideally like to separate the SLA to not include full agents because they're being measured on the existing ones now. To have the option would be great.

    I would then like to drill down to the specific agent for performance purposes for the individual.

    1
  • Russell Dunn
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    This is pretty critical for us. We get a lot of comments/questions/updates from internal teams on tickets that get missed for long periods of time because there is no SLA.

    1
  • Nicole - Community Manager
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    Hi all - 

    Thanks as always for your feedback. I spoke with the product manager for this area of Support this morning, and work is being done on internal SLAs this year. 

    We can't share specifics on exactly which use-cases will be targeted yet, but I did flag this one for consideration. 

    1
  • Dennis Duin
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    Great to hear this is being looked at!

    0

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