SLA for agent-created tickets
PlannedThis is an issue since most tickets are missing SLAs when light agents or agents open tickets on behalf off customer or when light agents or agents forwards customers email to Zendesk from their personal mailbox (internal note).
Ideally a setting in option that allow us to treat light-agent/agents tickets similar to end-user when it comes to SLAs.
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Official comment
Our broader SLA enhancements project is progressing, and support for this should come in the second half of this year. I can't provide a more specific timeline that that right now but thank you all for your patience and continued feedback. It's truly appreciated.
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This is something we're planning on addressing in a new project that recently started to enhance and overhaul our SLA feature set. I don't have exact timing to share, but I'll keep this updated as this ambitious project progresses!
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@... will the CCs and followers – Tickets replied to by a CC get no SLA issue be addressed as well?
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@... The issue with CCs has been addressed. See my latest comment on that thread.
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Great to hear this feature will be implemented.
I have client who is looking to measure First Reply Time (FRT)for Agents/Admins who log tickets for another team. A use case would be: The whole organization is on Zendesk and they use it for inter-departmental support. If a Finance Agent logs a ticket for IT Department we not able to measure the FRT for the IT Department because the requester is also an Agent on Zendesk.
If the is a work around to achieving this please do share.
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We are thrilled that a solution is being put into place for ZenDesk licensed agents to be able to submit tickets with SLAs! Is there any update for when this feature will be implemented?
Our use cases are that we have several agents (manager level) that submit or reply to tickets from outside of ZenDesk, also some of our support teams may interact with our web widgets that are embedded in our proprietary apps and need to submit support requests to separate ZenDesk support teams. (For these sorts of tickets, it seems that ZenDesk's normal behavior is to bypass the FRT target and move to AWT.)
Again, look forward to any update and for this solution!
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Scott, I am very glad to hear that this will be address as we have a similar situation as Luyolo raised.
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Hello - Is there any update on the timeline for this SLA update? Being able to report accurately on agent created tickets is really important for us, as currently the data we can pull is not giving a true refection.
Our use case is agents in group A (first line) create tickets for Agents in group B (second line).
We can't getting accurate data on Group B's SLAs.
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Buenas tardes,
Se cuenta con fecha para el lanzamiento de SLA para tickets creados por agentes light?
Lo necesitamos
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Hola Natalia, muchas gracias por tu pregunta.
De momento, no podemos ofrecer una fecha exacta para esta actualización. Como puedes ver en el comunicado oficial (el primer comentario) el plan es que el cambio venga en la segunda mitad de este año, pero desafortunadamente no podemos ofrecer una fecha exacta en este momento.
La mejor manera de mantenerse al tanto es seguir este Post para recibir notificaciones de correo, apenas haya una actualización.
¡Saludos! -
Hi Zendesk team,
If we change our light users to be viewers or contributors, would that allow them to be included in first response SLA?
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Tatiana Garcia Unfortunately not. More on roles here.
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