Phone Calls and SLA

Answered

2 Comments

  • Official comment
    Stephen Fusco
    Zendesk team member

    Hello Travis, 

    There is no way to have an outbound call considered a "response" on a ticket. The First Reply Time, Next Reply Time, and Periodic Update are only fulfilled by public agent comments on a ticket. 

    The best thing to do in this case is to instruct your agents to add a public comment on the ticket after they've made an outbound call so that it'll fulfill the SLA. This can be a good opportunity to send the customer a recap of the phone conversation or just to thank them for taking the time to talk on the phone. 

     

     

  • Jason Schaeffer
    Zendesk Customer Advocate

    Hi Travis,

    I see you have raised this request before, unfortunately at this point the response is the same. There is no way to have an outbound call considered a "response" on a ticket. The First Reply Time, Next Reply Time, and Periodic Update are only fulfilled by public agent comments on a ticket. At the moment the agent making the call will need to make a public reply in the ticket to coincide with your active SLA's. I may suggest a Macro your agents can create for Call Follow ups so they would not need to manually create a public comment for each call.

    Apologies for the lack of flexibility there. I will mark this as Product Feedback on your behalf.

    Have a great day!

    Jason Schaeffer | Customer Advocate | Support@zendesk.com

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