Help!... Is there a way to see any tickets that have not been updated in a time frame?

4 Comments

  • Jessie Schutz
    Comment actions Permalink

    Hey Brian!

    I'll see if I can find one of our Insights gurus to help you out with this. Stand by!

    0
  • Graeme Carmichael
    Comment actions Permalink

    Brian

    Just checking. Are you sure that a report is the best way to go here?

    Insight reports are not real time. But you can create a view that is real time with a condition based on hours since update. Also, if you use Zendesk's SLA feature, you can incorporate SLAs in your views directly. 

    0
  • Brian Sorensen
    Comment actions Permalink

    maybe a SLA would be the best.  I'm having a hard time getting those working to.

    Any guidance on the SLA?

    0
  • Graeme Carmichael
    Comment actions Permalink

    You must set a priority for a SLA to operate. Tickets with no priority do not get assigned a SLA. The SLA assignment is very flexible but the order you define the SLAs is important. 

    See the resources here:

    https://support.zendesk.com/hc/en-us/articles/208070657-SLA-resources

    0

Please sign in to leave a comment.

Powered by Zendesk