SLA Alerting in Minutes

Planned

44 Comments

  • Scott Allison
    Zendesk Product Manager

    Hi Everyone!

    Thanks for all your comments and input on this thread. I'm a new Product Manager here at Zendesk, and one of our priorities for the year is to improve our SLA functionality. Thanks for your patience, and continued feedback! We truly appreciate it.

    0
  • Aaron Miller

    This feels a little like shouting into the void at his point, but I will add that our support team also needs more granular SLA timing.  We have a 2-hour SLA, so being notified halfway through is not especially helpful for us, and paying extra for an addon that should really be natively supported is a tough pill to swallow for those budgeting.  Zendesk, we would love to hear if you have a plan for this.

    0
  • Dave Dyson
    Zendesk Community Manager

    Hi Aaron, I just want to make sure you saw Scott Allison's official comment at the top of the first page of this comment thread.

    0
  • Aaron Miller

    Hi Dave,

    I did see that, but the four-month-old comment about SLA functionality being a priority this year doesn't inspire much confidence in a five-year-old thread as we move into the fourth quarter of the year.  Are there any updates?

    0
  • Aaron Miller

    Even once every 15 minutes or 10 minutes would be a massive improvement for a lot of us.

    0
  • Sara Ledger

    I would like to echo Aaron's comment/request for an update. We have a 3 minute and a 10 minute SLA alerting need and the SLA Timers app is causing other issues on our tickets so it doesn't fully solve our needs. 

    1
  • Cesar

    @... may I know what issues you're having with SLA Timers app?  I was just looking at possibly implementing it in our instance, but I'm curious to know the side effects.

    0
  • Sara Ledger

    @... We're running into race conditions with tags being removed if the action adding a tag is occurring at the same time as the Timer action. I've reached out to Zendesk who said it would need to be handled by the Developer and I reached out to Sweethawk who said it should be handled by Zendesk and that I was only the second customer to report this issue.

    With the race conditions, the tag will just be removed but you won't even see a removal event in the ticket event history and you have to assume its based on the timestamps of two similar actions.

    We have several automations/triggers that run off of other tags and we are in an emergency industry so the fact that tags are being removed is impacting ticket workflow, agent response, and reporting. Makes it very difficult for other other processes to run smoothly with the tags removed and our Agents questioning what they did wrong on a ticket when they didn't do anything wrong, it was the Timers app throwing off the flow. 

    1
  • Aaron Miller

    Thanks for the update, Scott!  Looking forward to hearing more as things progress!

    0
  • Sara Ledger

    @... Thank you so much for the update!

    0
  • Peter Godden

    @... and @..., Pete here from SweetHawk - Just chipping in regarding our SLA Timers app. We carried out thorough testing on this after this was brought to our attention and found that the issue is not related to this app or apps in general. It is an issue with the way Zendesk tickets allow updates. If multiple updates to a ticket are attempted at precisely the same time (ie. in the same millisecond) then one of those updates will not materialise on the ticket, however, in the events log, Zendesk will show both updates. You can test and confirm this by setting two triggers to update the same ticket with a webhook at the same time. 

    The good news is that it is incredibly rare for this issue actually to happen in the wild because Zendesk seems to have measures in place that try to prevent this and cause errors to show if updates close together are detected. It’s just, very occasionally, those measures don’t work. Nonetheless, if this is of particular concern for any workflow or any app that makes a change to a ticket, you can setup a backup workflow. For example, in the SLA timers app, set an extra timer to go off a minute after the first. That being said, the ideal solution here would be for Zendesk to address the underlying update issue - no matter how rare its occurrence is. I hope this help shed some light on things.

    0
  • Sara Ledger

    @... - It would be nice if Zendesk and Sweethawk got together to resolve this issue since both companies are passing the issue off to the other. I have open tickets with both that specifically direct me to reach out to the other company.

    We have so many tags and layers of automations/triggers that your workaround is a large effort to put in place and honestly not very feasible for a normal workflow, especially in emergency situations that my company deals with on a regular basis where updates are happening very quickly and we don't have time to check to make sure if an app is wiping out other needed data.

    Additionally, we are not seeing this happen on a rare basis. We are seeing this happen regularly.

    0
  • Vincent Brendel - SweetHawk

    Dear Sara and others, SweetHawk is still working on this issue and we are collaborating with Zendesk. It's not consistently reproducible so it's been challenging. We'll certainly keep everyone posted.

    0
  • Vincent Brendel - SweetHawk

    Quick update: we've had word from Zendesk this is going to be addressed by one of their core teams, however they could not advise an ETA at this time.

    0

Please sign in to leave a comment.

Powered by Zendesk