Functionality to pause an SLA

42 Comments

  • Aaron Elliott

    +1 vote for me too.

    I believe this to be a major flaw in the way the pending status works with SLAs. I also have scenarios where we are waiting on further information on from a customer, but the last communication is from the customer. When they reply back with something like "Sure, I'll get that to you when I can", we should be able to put the ticket into Pending status and have the SLA clock paused. If we respond to the customer just to say "Thanks" then our first call resolution rate drops. There is currently no standard way of getting around this. 

    As suggested previously, I'd suggest an update to allow the following:
    An option for the "Paused" status to stop all SLA clocks.
    An option for the "On-Hold" status to stop all SLA clocks.

    As there is no built-in metric in insights for "next reply time" (which I think is also a standard metric to have left out), we've had to implement custom metrics as a substitute. While the information below may be handy for some, it may not suit all workflows and shouldn't be required to setup due to a limitation in the system.

    Reporting on next and subsequent reply times
    Time Tracking recipe: The metrics you need to be measuring
    Insights recipe: Duration between two or more ticket events in minutes

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  • Ayal Kellman

    +1 for this feature as well. 

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  • Nook Hutasuwan

    +1 for me too, we use on hold a lot as we need confirmation from the third party and its something we cannot control. So would be really great if we can have the SLAs stop counting during on-hold status.

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  • Leah Gilbert

    +1 Here too. 

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  • Thomas langton

    I dont use Zendesk but am researching tools at present. Call me a noob but.

     

    The incident stays open and active (other than awaiting the client)- If it becomes apparent that the FIX requires a software fix, Then the clock should continue until a "workaround" is applied and at that point the incident is resolved but a secondary ticket could be created to manage the delivery of the software update in line with the businesses software development release policies. (which will/should also have an SLA).

    doesn't this get around all this? Or am I being daft?

     

     

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  • Blake Freeman

    We would benefit from the option of pausing an SLA while a ticket is in the hold status. +1 from me.

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  • Fabio Strasser

    I wouldn't even restrict it to the on-hold status. Just having an option to manually pause an SLA would be great. 

    1st use-case: 
    A customer writes us, we call him back to answer him. After the call, we set the ticket to "pending" because there are still open topics for him to answer. We don't actually send a reply though, so the "next/first reply time" SLAs keep running.

    2nd use-case:
    We send the customer an email "sorry we're keeping you waiting, we're on it ....". He just replies "ok". Because of his answer, the "next reply time" SLA starts again.

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  • Joe Pacillo

    I would also like to mention that the ability to pause in On Hold status is something that is playing with SLAs, and would be most welcome to the system.  

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  • Joe Gran

    just like everyone else here (and everyone else that hasn't yet figure out this is a problem), my org needs this too.

     

    Please build this ZD

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  • Geoffrey Lisch

    I've spent too many hours tinkering with Zendesk and the SLAs and forums.  I won't even make a support ticket for this given my past success. The one addition to this post i'll make is that when we send a ticket to engineering or other internal teams or we're just waiting on something to occur i've made a field to put the jira link into conveniently called "Jira Link".  This field is a text box and you can use it in triggers or logic to search for null values etc.  Recently i've created a Jira Link Destination that lets me check the "location" of the ticket.  These fields can also be used for reporting and following tickets which makes the support more efficient. 

    When we get a ticket and it goes to another team, I link it in the Jira Link and set a Jira Link Destination and put it on hold in one step. The SLA only fires in the absence of a Jira Link Destination and is unable to check for null in the Jira Link field. When a user replies and asks for an update, the Jira Link and Jira Link Destination don't change at all so the SLA doesn't get impeded.  I do not remove them via trigger per TIm's suggestions. 

    This seems to be the only way to get the SLA to work following Tim's guidance.  The criteria for agent work time is really what I want to use (new and open status) but it fired SLAs when the amount of work done on a ticket exceeded that time.  

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  • Drey Tee

    Just wanted to add my 5 cents: 
    It's really frustrating when Pausable update time doesn't really pauses after setting status to On-hold (this status really means "waiting for a 3rd party", so the timer shouldn't run). Please, ZD, make the Pausable Update time pause in th On-hold state the same way it is paused in Pending state. You can make it optional of course to not break existing workflows.

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  • Martin

    We often put a ticket on-hold when it has been agreed between the customer and ourselves (usually at their request) that there will be a period of no focus on the support request until an agreed, future date.

    In this scenario, for the SLA pausable update to consider it a breach when there is no public comment update from an agent between the required timeframe is somewhat ridiculous.

    On hold by the very nature of the term implies that there is no work expected on the request, so I agree with the others that on-hold should be excluded, or at the very least configurable whether to include or not, so that for those companies can enjoy accurate SLA reporting.

     

     

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