SLA for Reply-after-escalation
Hi, I am trying to figure out if there is a way to configure an SLA such that it drives agents to respond to escalated tickets within a certain timeframe.
Is there a way to trigger a "next reply time" based on some other event than a public reply?
e.g. - L1 agent uses a macro to escalate a ticket to L2
I want to set an SLA that the L2 agent needs to follow up on those escalated tickets within 4 hours.
Is there any way to do this that doesn't depend on the L1 agent having added a public reply to the ticket?
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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 support@cloudset.net if you'd like to explore our solution to this need.
Thanks, Graham
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Hi Mike
Please have a look at SLA next breach automation.
Thank you
Team Diziana
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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.
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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: https://support.zendesk.com/hc/en-us/articles/204770038-Defining-and-using-SLA-policies-Professional-and-Enterprise-#topic_gpr_ppv_tr
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