Identifying tickets without SLA policy

6 Comments

  • Jeremy Heath

    Hi,

    There probably is a number of ways to do this.

    The way I did it was to assign a specific tag to each user in an Org. 

    Create the tags and create a trigger to look for the negative of that condition (i.e. they don't exist) and that should catch them then output to email with a warning.

    Because you assign the tags to the user, they should all have SLA except the negative condition ones.

    Trigger

    Ticket created

    tags does not contain - insert your tag here

    Warn me this condition failed - send email etc

     

    This would depend on how your setup is. I don't have thousands of users and I add them manually, so I set this tag at creation. But we don't work with the public.

     

    Hope this helps

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  • Graeme Carmichael
    Community Moderator

    Oliver

    Just a thought, but not a very good one. If you include the 'Next SLA Breach' as part of your view columns, tickets with no SLA will have a blank. If you then click the column to sort by SLA Breach you should get all the tickets with no SLA together.

     

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  • Jeremy Heath

    Graeme Carmichael

    When I read Olivers question. I assumed he meant companies with tickets with No SLA applied to the company?

    As you describe it, on my system it still shows the companies that have an SLA policy but is not breached or have got the timer for the reply.

    Unless I understood his question wrong?

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  • Oliver Tietze

    Thanks for all the answers!

    Our setup is like this: 

    1 Zendesk Support instance, 50 agents, "public" userbase (>800K users)
    >5000 tickets a day
    5 SLA policies (defined by priority and special topics/tags)
    quite complex web of triggers and automations, heavy use of tags for... everything.

    Our standard case is that every ticket should have a SLA metric assigned to be processed by the team.

    Our agents work in views sorted by "Next SLA breach". Re-sorting this column, as Graeme Carmichael mentioned, will show "shortly due" tickets first or "later due" tickets first, but "no SLA" always remains on the end of the list, therefore it's easy for agents to miss these.

    So to make sure our assignment of SLAs to tickets works correctly, we'd love to have one view showing all tickets with *no* SLA assigned, because this usually means something went wrong in the SLA policy conditions or any other triggers/automations.

    But:

    There is no trigger, automation or view condition saying "SLA police is present / is not present", and working with the "hours to..." or "hourse since ..." will only find tickets *with* an assigned SLA metric.

    We want the opposite. No metric in operation for this ticket, no "countdown" shown to the agent, risk of "ticket waiting forever".

    Still open for suggestions ;)

    Thanks!
    Oliver

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  • Ben Van Iten
    Zendesk Community Team

    Hi Oliver,

    Since there isn't a view condition that lets you easily highlight these, have you considered just creating a view that only shows open tickets of a certain age? That way perhaps your agents start there first to make sure that nothing is getting too old in the queue, and then move on to the tickets closest to breach? Or vice versa. 

    I think your use case is a valid one, and would definitely recommend that you post about this in our Product Feedback forum as well: https://support.zendesk.com/hc/en-us/community/topics/360000029867-Support-Product-Feedback-Discussion

    Please let us know if we can help further!

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  • Chandra Robrock
    Community Moderator

    Hi Oliver,

    While this might not be the exact solution you had in mind, I wanted to share something that I implemented to help our team identify when tickets were stuck at the back of our queue due to no SLA being applied.

    First, I created an automation that would tag all tickets that had an active SLA. See screenshot below:

     

    We also have a trigger to remove this tag once the agent has responded to the customer. 

    From there, we built various automations that will send a Slack notification when a ticket is "stuck" and hasn't been updated in X hours (the "X" here will vary based on what SLA policy the customer should've been under). We do this so 1) We are aware when an SLA was not applied to a ticket, and 2) We can still provide these customers with the experience they should have received based on their SLA policy.

    I imagine you might be able to do something similar with Views too. Perhaps creating a view for tickets that are New or Open but do not have this tag and haven't been updated in X hours?

    Happy to chat about it more if you think you might find this useful! 

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