SLA full resolution time and impending breach color change.

12 Comments

  • Nicole - Community Manager
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    Thanks for the feedback, Collin! 

    0
  • Matthew Spratling
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    We also require a Full resolution time that doesn't get affected by open, pending or hold statuses. 

    Just a start to finish SLA with no pauses until the ticket is solved/closed.

    Thanks!

    3
  • Ajay Charles
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    Has there been any update on this request? This seems to be an important ask for the teams using Zen Desk as their ticketing portal.

    1
  • Kristen Mirenda
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    Hi @Ajay! We definitely hear these requests, but they are not specifically planned at this time.

    -2
  • Ashish Sharma
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    This would be so useful for us to have both suggested changes implemented. 

    1
  • Shane A. White
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    I am pretty surprised that "Full Resolution SLA" does not already exist. Please consider adding this to your roadmap ASAP.

    1
  • Traian Vila
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    +1

    0
  • Tobias Hermanns
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    Also wish yellow color, as Warning for SLA!

    0
  • Nadia Tosheva
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    Really surprised we cannot set Resolution SLA targets!

    This is such an obvious metric that's key to most contractual SLAs and should be available and should also be set for different segments (e.g. custom ticket types, client type, etc)

    How soon is this on the roadmap?

    0
  • Donato Dileo
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    Hi, is there any news?

    0
  • Nicole - Community Manager
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    Hi Donato, 

    No news. SLAs are not an area of focus for development at this time.

    0
  • Sam Donovan
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    Hi Zendesk Team - We would also like this metric added.

    Thanks,

    Sam

    0

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