At my company, we have a task that can be broken down into two parts, let's call them Pre-processing and Post-processing. Two different teams work on this task, one after the other.
We currently use a single internal-facing ticket in Zendesk to track this task. A ticket corresponding to the task is created with a certain SLA corresponding to the SLA of the overall task. The first team works the ticket, applies a macro, and then the second team works the ticket.
Ideally, we'd like to have an SLA on both the Pre-processing step and the Post-processing step, as well as an SLA of the overall process. And we'd like to track each of these three SLAs in our reporting.
To satisfy the former, we could always create two tickets, one for Pre-processing and one for Post-processing, and just give them their own SLAs. But then we wouldn't get an overall SLA. To satisfy the latter, we could stick with our current method of using a single ticket with a single SLA, but then we sacrifice the granularity of tracking SLA on the two parts of the task.
Does anyone have any advice about how to set up something to accomodate both needs?
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