SLA's not tracked on re-opened tickets...WHY???

8 Comments

  • Nicole Saunders
    Zendesk Community Team

    Hi Jay - 

    I checked in with one of the product managers for this part of the product, and she wanted me to thank you for raising this issue and had the following questions for you: 

    • Can you tell us more about your use case? i.e. when this comes up and why it's important to track this way? 

    • How often do you see tickets erroneously closed and then reopened? 

    • How would you expect the feature to work if the SLA did kick in again?
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  • MineralTree | Support

    Hi Nicole,

     

    We currently see around 10% of our tickets that get marked "solved" and then get re-opened. A lot of this comes from tickets that are in a "pending" state that then get marked "solved" by a trigger that will solve out any pending ticket that has not been responded to by the customer in a week. Often times it takes the ticket to be marked as Solved and the customer notified of this before they react and provide the information originally requested, thus re-opening the ticket. Therefore I wouldn't call these "erroneously closed".

    What I would expect is that Zendesk simply continues to track a tickets SLA metrics if that ticket is re-opened. I think that the big question that needs to be answered, that I have asked of multiple Zendesk folks, is why would you NOT want to measure the SLA in these scenarios? Nobody seems to be able or willing to answer this for me.

    Thanks,

    Jay

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  • Gail L
    Zendesk Community Team

    Hi Jay,

    We see you opened up a ticket to discuss this with our team, they'll work with you there.

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  • Lauren McLoughlin

    We also experience this issue with re-opened tickets. We have about 20%-25% reopened (an issue on its own) but we need a way to prioritize these and keep people responding within the same SLA timeframes. Because of this we find issue with sorting our work by SLA breach or Requested date.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Lauren McLoughlin,

    I've opened a ticket on your behalf so one of our specialists can look into this issue more in-depth. You should receive an email followed by a response from one of our trained experts. 

    Best regards. 

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  • Valentina Grishkevich

    Is there any news on this issue, please?

    I take it solved/closed tickets don't get an SLA tracker at all. This ruins the purpose. I need to be able to see whether each ticket complied to my SLA policies or not regardless of its status.

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  • Richard H Dawson II

    Has this been resolved?

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  • Dave Dyson
    Zendesk Community Team

    Hi Valentina Grishkevich and Richard H Dawson II -

    SLAs in Zendesk are designed to reset when a ticket reopens from Solved status: [Reopening tickets](https://support.zendesk.com/hc/en-us/articles/204770038#topic_vhm_xtf_hmb)

    Since that's not the functionality you're hoping for, it would be helpful if you could add comments to this post in our Product Feedback on Support topic: [SLAs - New to Solved/Closed status SLA](https://support.zendesk.com/hc/en-us/community/posts/360052588453-SLAs-New-to-Solved-Closed-status-SLA). Answering these questions will make your response especially useful for our product team:

    • What is the problem you're facing?
    • Why is it a problem?
    • How do you solve the problem today?
    • How would you ideally solve the problem?
    • How big is the problem (business impact, frequency of impact, who is impacted)

    While you're there, take a look at Graham Robson's response – he offers a service that may meet your needs.

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