CCs and follwers – Tickets replied to by a CC get no SLA
The new CCs and Followers feature is great, but has one major downside: when a ticket is reopened because a CC'd end-user replies, that update does not reset the "next reply time" SLA clock.
With the new feature, if a CC hits "reply" instead of "reply all" (so not including the requester), that reply becomes a private comment. See this article.
The problem is, we order our queue by the "next SLA breach," based on the "next reply time" SLA. This is what we use to approximate a "first in, first out" workflow (which Zendesk doesn't support natively). But now, tickets reopened by a private comment from a CC get no SLA time. This means they get stuck at the bottom of our queue.
When a customer gets an SLA guarantee, they don't have the expectation that it only applies when the initial requester of the ticket is the one doing the replying. Customers frequently collaborate on tickets with colleagues, or even themselves at different email addresses. Regardless of who replies, they should get the SLA.
My improvement request is that the SLA clock should start any time any end-user replies to a ticket, regardless of if they're the requester or not.
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Official comment
Hi all, thanks so much for your feedback. We don't currently have any plans to implement this in the near term, but we'll continue to evaluate and consider it as we prioritize our roadmap. Thanks again for raising this, it's always helpful to understand more detail from the community about how you're using Zendesk.
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This still seems to be an issue. We have customers writing in from one address and using CC to include another of their addresses. When they reply or update the ticket from the CCd address it loses the SLA and is dropped to the bottom of the view. Without someone watching that for this to happen it will just sit at the bottom.
This should be fixed.
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Zach Hanes +1, we're having the exact same issue and organise queues by SLA for the same reason. I'd be interested to hear how many others have a similar issue. Additionally, I cannot understand why Zendesk doesn't support any other options to sort a queue if your workflow is based on first in, first out.
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Seconded — I understand that another party who isn't on the ticket (perhaps the requester forwarded) would be flagged and might not reset the SLA, but internal notes from CCs who used Reply instead of Reply All keeps tickets at the very back of our queue.
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We are having the same issue as we are sorting tickets by SLA.
If you receive + 1000 tickets / day, those tickets will always stay at the back of the queue without any possibility to put them back in the queue with an SLA.
Do you plan to do something for this ?
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Hello Ed Ball,
So we would need a bit more information on how you have set this up. Could you share what SLA target you have configured and any other information on how you have this running on your end so we can troubleshoot this further for you?
Best regards.
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Devan - Community Manager This is about the "Next Reply Time" SLA target which fails to update when a private comment is added to a ticket. It's problematic that CCed end-users who respond aren't counted as a public comment. I think Zack explained it quite clearly in the original post.
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Thanks for alerting us, Ed, and Stephen, thank you for clarifying for Devan. We'll share these comments with the appropriate product manager.
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