SLA based on internal notes

Is there an updated ETA for this feature?

I wanted to provide you all with an update here, and point you to a release that we started rolling out today. 

We're introducing advanced settings to three of the SLA metric types, first reply time, next reply time and periodic update. These new settings are optional, and give you the ability to change the logic for when an SLA metric is activated or fulfilled, on an individual policy basis.

It addresses these needs

• Ensure end user tickets can have first reply time applied for all common use cases
• Apply SLAs when a CC’d end user replies to a ticket (next reply time)
• Apply First and Next Reply Time SLAs when an agent or light agent is the requester on a ticket
• Apply or fulfill First, Next and Periodic Update SLAs with internal notes

Read more in the announcement here:

https://support.zendesk.com/hc/en-us/articles/7411959450778-Announcing-advanced-SLA-configuration-settings

Hey everyone, thanks for your continued interest in this capability. We're working on it right now, so keep your eyes open for an announcement in the next few weeks!

+1 here

Any news on when this might be coming?

^ We have the exact same use case. Our SLA reporting is consistently inaccurate due to weekly “breaches” on tickets that we have already replied to, and we need to spend manual time reviewing all breaches to determine what is and is not legitimate. 

The solution to have a First Reply timer fire right away from internal notes (especially when a ticket is created by a Light Agent forwarding a customer email) would be ideal. 

I'm very hopeful this release does not continue to be delayed. 

+1

We need this for our use case:

• Customer sends email to Light Agent who is a Non-Support team member. 
• Light Agent forwards customer email to our support email address which creates a ticket in Zendesk. 
• Since the forwarded email gets inserted as an internal note, the First Reply timer is not being fired. 
• Even when one of our Support agents now replies to the customer within seconds, the First Reply SLA has not been met yet. 
• When the customer then replies, the First Reply times starts ticking. 
• This results in our Support agents needing to reply to the second message within our First Reply SLA to adhere to it. 

A possible solution would be one of the following for me: 

1. Include internal notes and start the First Reply timer right away. 
2. Completely ignore tickets that start with an internal note from the SLA metric. 

1900374954424 We're currently working on these enhancements and hope to announce in the next few months. 

Any updates on this 1263792617430 1263082331829  ?

Thanks for your continued interest in this capability! I want to provide an update on our progress here after my last update a few months ago. We plan to deliver the ability to customize what activates and fulfills SLA metrics. This will plug common gaps right now where reply time metrics don't get applied to a ticket, as well as the ability to fulfill an SLA metric with an internal note, instead of a public reply.

This is still something we plan to work on but it's been delayed and unfortunately won't be released this year. We now expect to release this during the first half of next year. There may be an EAP in Q1, so if that is the case I will post here about it. 

I'm disappointed we didn't get this done in Q4, but I do want to highlight an alternative which may be a suitable stop gap in some situations.

Earlier this year we launched Group SLAs (available to Enterprise plans). The Group Ownership Time target only takes account of two things for measurement. The group assignment and the ticket status. It's not looking at comments at all, whether private or public. More about Group SLAs here. We also just announced an enhancement to Group SLAs meaning you can now specify more conditions in the policy definition, giving you a lot more flexibility on when to apply a Group SLA. Read the announcement.

We also made some other enhancements to SLAs this year, launching a new SLA metric, Total Resolution Time and also bringing reply-time SLAs to Messaging.

We have other enhancements planned for 2024, and I'll continue to keep you posted. Thanks again for the feedback, it's truly appreciated.

Thanks for your continued interest in this capability! I want to provide an update on our progress here after my last update a few months ago. We plan to deliver the ability to customize what activates and fulfills SLA metrics. This will plug common gaps right now where reply time metrics don't get applied to a ticket, as well as the ability to fulfill an SLA metric with an internal note, instead of a public reply.

This is still something we plan to work on but it's been delayed and unfortunately won't be released this year. We now expect to release this during the first half of next year. There may be an EAP in Q1, so if that is the case I will post here about it. 

I'm disappointed we didn't get this done in Q4, but I do want to highlight an alternative which may be a suitable stop gap in some situations.

Earlier this year we launched Group SLAs (available to Enterprise plans). The Group Ownership Time target only takes account of two things for measurement. The group assignment and the ticket status. It's not looking at comments at all, whether private or public. More about Group SLAs here. We also just announced an enhancement to Group SLAs meaning you can now specify more conditions in the policy definition, giving you a lot more flexibility on when to apply a Group SLA. Read the announcement.

We also made some other enhancements to SLAs this year, launching a new SLA metric, Total Resolution Time and also bringing reply-time SLAs to Messaging.

We have other enhancements planned for 2024, and I'll continue to keep you posted. Thanks again for the feedback, it's truly appreciated.