How to reset SLA metrics based on changes in a ticket's priority?Answered
I'm on the Enterprise plan and have different SLA's first reply time and resolution time metrics based on a ticket's priority. We often find tickets that come in that we first assess as High, but there are many cases where we can lower the priority down to Normal. However, in those cases the resolution time has already been breached and this goes into the Normal SLA breach metrics/reporting.
My question is how can we reset a ticket's SLA targets retroactively based on its priority? If its breaches were while in another priority, how can we reflect that properly in Explore?
Hi Abed! I am sorry but once the ticket has breached an SLA metric it is not possible to reverse this in Explore. If you would like to suggest this as a change, please create a post on our Feature Feedback Forum which is constantly monitored by our Product Team to help define our future roadmap.
Best regards, Atenciosamente
Diogo | Customer Advocate | Zendesk Certified Support Administrator
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This is also a requirement for us to triage down the severity of a ticket, but once it breaches the SLA in the system (and this can happen overnight if SLA is not set to business hours as we are not 24x7) there appears no way you can revert the setting in Explore for reporting. Hence the report shows tickets have breached SLA when in fact this is not the case which is then awkward to explain to the customer - i.e. dear customer please ignore those particular breached SLA's as they were not actually breached.
Hi Randall and Abed,
To ensure the best visibility with our product team, can one of you post your feedback to our Feedback on Support topic, using our template to format your feedback? Then comment here with a link to your post so others can upvote and add their comments. Thanks!
Not sure if this is what you're referring to, but I just submitted this feature request: https://support.zendesk.com/hc/en-us/community/posts/4995773607194-Recalculate-SLA-metric-when-ticket-priority-is-changed
Thank you for creating a Feedback Post! We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
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