Apply First Reply Time SLA to Tickets Created from Talk Voicemails

13 Comments

  • Steve Francis

    Having run into this same limitation of Zendesk - I've found a kludgy workaround:

    - create a new SLA policy that targets channel voicemail, and applies only if a specific tag (hasInitialResponse) is not present. This SLA measures Requester Wait Time (which does apply to tickets created from Talk voicemails.)

    - create a trigger that adds the hasInitialResponse tag to any ticket that has a public comment.

    Effectively this means that the voicemail SLA will track (and be in violation) if there is no comment before the SLA period. Once someone comments (which is effectively a First Reply), the voicemail SLA will not apply, and regular SLAs will, but they will work effectively now.

    I'm sure this will break reporting and other things, and its a bit of a fragile hack, so definitely still need Zendesk to fix this limitation.

     

    5
  • Dave Dyson
    Zendesk Community Manager

    Thanks for posting this workaround, Steve!

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  • Steve Francis

    Done!

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  • Keystone Precision Solutions

    This is amazing, thank you Steve! Our company is setting SLAs around missed VMs and this work around works just as you described. This is definitely a blind spot Zendesk should fix so we can include it in our reporting on Explore.  

    2
  • Lauren G

    Hi Steve,

    This is something I'm trying to do for missed chats & missed calls. Do you have any screenshots of the trigger/SLA set up so I can see how it is set up? I have set up both a trigger and SLA and for some reason it doesn't seem to be working. Thank you!

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  • Steve Francis

    Sure:

    And the trigger:

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  • Steve Francis

    We have different (but similar) SLA policy for non-premium support voicemail.

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  • Josh Rogers

    We have followed these directions to a T and still cannot seem to get this SLA to function as described. Anyone else have difficulties with this?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Josh, and welcome to the community! There are some SLA troubleshooting tips here, can you give these a try? How can I troubleshoot common SLA issues?
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  • Justin W

    Josh Rogers, I've found that it won't work if you have the voicemails set to an internal note. I don't know if that is your case, but suspect it could be.

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  • Josh Rogers

    @... thanks for the article recommendation. Took a spin through and none of the use cases seem to be applicable. What's really odd is that the SLA Policy shows as applying to the ticket

    But no SLA presents in the queue for measurement

    Justin W can you point me in the direction of an article on your thoughts? I do not think these are set as a private comment but would like to confirm and potentially troubleshoot.

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  • Justin W

    Josh Rogers From your screenshot, it does look you are using the public setting; so, never mind my previous comment. As an FYI, it is possible to have them be internal (yellow background) instead.

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