PAUSE SLA clock when status Pending

Completed

Comments

40 comments

  • Official comment
    Avatar
    Erin Boyle

    Hi all,

    I'm happy to announce we've just released our new SLAs feature. To learn more, see the Introducing the NEW Zendesk SLAs announcement.

    Best,
    Erin

  • Avatar
    Jason Cunningham

    I agree - we have trained our techs to mark items pending that are waiting on things such as hardware ordering, user response, additional info, etc. Pausing the SLA clock or simply adding the option to build the SLA rules based on open tickets only would be fantastic.

  • Avatar
    James Melbow

    I would consider this to be necessary for a helpdesk to report correctly. SLAs and reporting must allow for outside factors to be in any way relevant.

  • Avatar
    Fergus Hammond

    This is also very important to us. Today, we manually have to review each ticket that's gone out of SLA and determine if the cause was the clock still ticking when the status was changed to pending. Having the SLA time calculated including pending time encourages bad behavior on the part of agents, who tend to mark tickets solved to avoid breaching SLA. 

  • Avatar
    Terje Moglestue

    "Stop the clock" is an important functionality for any helpdesk. You can stop the SLA clock when the status is pending. You could improve this by having a sub status or field called 'Status Reason' and the stop the clock for some of your status reasons.

  • Avatar
    Dan Denson

    critical feature

  • Avatar
    Andres Gorostidi

    I agree.  I need this on my SLAs.

    Also, I need to be able to get SLAs defined not only on "solved" issues but also on answering times,  I need for example, be able to be working on an issue (answerting time) on 2 hours,  but have 24 for solved it.

  • Avatar
    Francis Vidal

    +1 here.

  • Avatar
    Tom Bradley

    Very important for us too (or stopping the clock on certain current_status etc)

  • Avatar
    Pete Levey

    I agree.  Having the ability to stop the clock is important when calculating SLAs, as is having the ability to suspend a ticket with a reason.  I'm not sure that this functionality should be attached to the Pending status though, I think it should be separate.  If your customer has access to the portal, then any tickets you set to Pending show as 'Awaiting your action' to the customer.

  • Avatar
    Graham Pearce

    +1 here.

  • Avatar
    Graham Robson

    Coherence Design have a Stop-the-Clock feature on our commercially available SLA Management extension module capability for Zendesk.

    Please contact us on info@coherencedesign.co.uk for further details.

     

    Graham

  • Avatar
    Jason Lloyd

    +1

  • Avatar
    Jordan

    +1!!!

  • Avatar
    Stephen Bell

    +1

  • Avatar
    Terry Knox

    Huge +1. Also, looks like there's another thread for this, here: https://support.zendesk.com/entries/509921-stopping-the-sla-clock-when-a-ticket-is-changed-to-pending

  • Avatar
    Matt Frowe

    Crucial for accurate SLA reporting - in fact I was surprised that this is not the default behaviour.

  • Avatar
    Daniel Denson

    +10.  This is very important.  An example here is that my gooddata reports show an average first reply time of 29 minutes, and agent wait of 99 minutes, and a requestor wait of 74 minutes.  If this were a single ticket then it would be 2:53 to solve, if it is marked urgent my SLA target is respond withing 1 hour (success) and solve within 2 hours (fail), even though the client only waited 1:14.  The SLA should be looking at the 1:14 and considering this a within target performance.  My tech can't control the client side delays.

  • Avatar
    Josh

    +1

  • Avatar
    Kearon McNicol

    +1 - absolutely essential

  • "Stop the clock" is an important functionality for any helpdesk. You can stop the SLA clock when the status is pending. You could improve this by having a sub status or field called 'Status Reason' and the stop the clock for some of your status reasons.

     Lima - Perú

  • Avatar
    Adam Pepper

    We just went live with Zendesk on Monday and I'm amazed - and disappointed - that SLA's do not factor in the Pending status.

  • Avatar
    Erin Boyle

    Hi all,

    I'd love to chat with you all more to understand your SLA needs better, so I'm going to try something new.  I've opened up a few 15-minute slots on my calendar to have these chats - feel free to go sign up for a time here:   http://doodle.com/hebiigb9ni7t7g26

    Looking forward to talking with some of you soon!

    Best,
    Erin

  • Hi Erin/Zendesk,

     

    I have just popped an email to Erin regarding this as I need to know where this is up to.

    Can I have an update on this?

     

    Thanks,
    Chris

  • Avatar
    Sam Therin

    I agree this function is crazy not to have for Zendesk - if a ticket is in a status of 'on-hold' then surely the clock should stop regarding the SLA?? I have recently moved from CW to Zen and am massively disappointed by this!

  • Avatar
    Erin Boyle

    Hi all,

    I've now marked this as planned.  We're cleaning up a few small items with business hours first, but then we'll be kicking off a project to overhaul SLAs.  We'll definitely be including these concerns as a part of that.

    Best,
    Erin

  • That is great news!! Will there be a beta going out for this?

  • Avatar
    Erin Boyle

    Hi Christopher,

    Yes, there will be a beta... but before there's a beta we'll actually have to start and finish a bit of development! :)  Will keep you all posted (and will post the sign-up link here once we're closer to that event).

    Best,
    Erin

  • Avatar
    Dss33

    A current client is extremely focused on SLA and this is absolutely critical. Excited that you're working on it now. Any updates on what sort of functionality might be included in the changeset and when we might see that changeset live? Many thanks!

  • Avatar
    Graham Robson

    If your need SLA Management with Stop-the-Clock pausing capability today - check out CloudSET https://www.cloudset.net/hc/en-us/articles/420202-SLA-Management

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