SLA for Reply-after-escalation


  • Graham Robson

    Hi Mike,

    As you have found you need more flexibility on how to recognise when an SLA Event/Metric ends, indeed sometimes even when it starts as well.

    CloudSET SLA Management is a wholesale replacement for the Zendesk native SLA Management, as such we can offer a lot more control. From the screenshot below you can see that we can offer a number of integration methods, including a macro.

    Please reach out to us at if you'd like to explore our solution to this need.

    Thanks, Graham


  • Diziana

    Hi Mike

    Please have a look at SLA next breach automation.

    Thank you

    Team Diziana 

    Visit Diziana to download free and premium custom responsive ready-to-use Zendesk theme or Zendesk template or Zendesk plugins for Zendesk Help Center. Brand your Zendesk Help Center, and provide fantastic self-service customer support experience.

  • Nicole S.
    Zendesk Community Team

    Hey Mike - 

    Thanks for your question. It looks like there are a couple of options via external vendors; I've followed up internally to see if there is native functionality to do what you're looking for as well. Someone should be in touch via email soon. 

  • Greg - Community Manager
    Zendesk Developer Support

    Hey Mike! Taking a look at Graham's integration with CloudSET, I would say that this is going to be a great solution for your needs. Within the standard metrics and actions that we have available in our SLAs, we do use the public reply as the metric that is going to be handling these calculations. 

    One thing that may work for you is the Periodic Update, which is the time between two public responses from agents. If your L1 team is sending out a public comment before escalating, this could be a good approximation of what you're looking for. Take a look at our metrics here:


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