In current state, it seems that SLA's are only measured by current assignee. We are moving from an "own the ticket to completion" mentality to a "swarm the ticket as a team to get it solved quicker" as Zendesk was intended.
We are struggling to pull accurate SLA's for individuals during different parts of the ticket as now the assignee changes frequently as tickets are worked. As a 24-7 Support Center this is presenting an issue, because if 4 people change to assignee through the day and say person 3 lets the ticket sit and breaches SLA, person 4 picks it up, makes themselves the assignee and solves, person 4 gets hit with the breached SLA. Person 3 is no longer associated with the ticket - or the breach.
I would love for a better individual reporting solution, so that when we go into 1:1's with our direct reports, what we are showing accurately reflects the work they are doing - not someone else's.
Thank you for the consideration!
Please sign in to leave a comment.