When a ticket is marked solved the SLA Policy stops being tracked for that ticket. This seems like a really big hole in the SLA functionality in Zendesk. WHY would I not want to continue to track the SLA on a ticket that was marked "solved" prematurely? I really just cannot come up with a scenario in my head where I would not want to know if I am replying to my customer in a timely manner in this situation. In fact, one could argue that it is even MORE important to track the SLA on this sort of ticket.
I really just need someone to explain to me how this decision was made in the tool. Was it just a piece of functionality that was too difficult to resolve and therefore released in a 'as good as we can' state? Or was there a business case scenario that clearly defined why one would not want to continue to track the SLA?
Sorry, just a bit frustrated with this...
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