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SLA for agent-created tickets

Completed


Posted Sep 30, 2021

This 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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38 comments

Official

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Scott Allison

Zendesk Product Manager

Thanks for your continued interest in this capability! I want to provide an update on our progress here. This is still something we plan to work on but it's been delayed. 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 two alternatives which may be a suitable stop gap.

1. Group SLAs (available to Enterprise plans) and 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, or who created the ticket. So, it is possible to apply a Group SLA for an agent created ticket. More 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.

2. Child tickets created through Side Conversations (available on Pro and up)  have different logic for SLA measurement on tickets where the agent is the requester. More here

Other enhancements we've made to SLAs this year were Total Resolution Time and support for reply-time SLAs in Messaging

More enhancements planned for 2024, and I'll keep you posted. Thanks again for the feedback, it's truly appreciated.

0


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Scott Allison

Zendesk Product Manager

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!

0


@... will the CCs and followers – Tickets replied to by a CC get no SLA issue be addressed as well? 

0


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Scott Allison

Zendesk Product Manager

@... The issue with CCs has been addressed. See my latest comment on that thread.

0


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.

1


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!

1


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Jamie Noell

Zendesk Luminary

Scott, I am very glad to hear that this will be address as we have a similar situation as Luyolo raised.

0


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.

0


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Scott Allison

Zendesk Product Manager

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. 

0


Buenas tardes, 

Se cuenta con fecha para el lanzamiento de SLA para tickets creados por agentes light?

Lo necesitamos

0


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Beto

Zendesk Customer Care

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!

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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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Scott Allison

Zendesk Product Manager

Tatiana Garcia Unfortunately not. More on roles here.

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Hi @... 

The last 3 years it was possible to activate a SLA with a ticket update via API and a empty end user comment body:

{
"ticket": {
"comment": {
"body": "",
"author_id": 376666831978,
"public": true
}
}
}

Since july 29 nothing happens anymore. Before the change, the SLA was started with such API request. See this screenshot:

 

We used this workflow for quite different cases, e.g.
- Starting the SLA for proactive tickets
- Starting the SLA after adding internal comments
- Restarting the SLA because only one public comment was sent as an intermediate message, but a follow-up message must be sent to the customer within a new SLA.

All these cases were realized with a trigger + webhook + the API call above.

So we have to know why was this changed? What are the new workarounds to realize the cases shown?

0


On our side we very often create tickets on behalf of the customer. Without SLA those tickets gets to the bottom of the queue and unfortunately sometimes they stay there for days until someone finds and handles them. We really need a way to activate SLA on those tickets.

3


Hi, any detail on whether this is close to being launched? 

 

Thanks 

0


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Scott Allison

Zendesk Product Manager

Kristin Bouveng We're still planning on working on this, but I don't have an exact timeline I can share. Right now we're working on "Group SLAs" which we announced at Relate. That will be generally available in Q1.

0


Our team would really appreciate such option. It's a pity that it's not available out of the box within a paid plan... 

0


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Jill Bragg

Zendesk Luminary

Hey Team,

Any updates on when this might be implemented?

0


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Scott Allison

Zendesk Product Manager

Quick update for you all! Work on this is expected to start this quarter. As that progresses I'll share progress and timing of the release or early adopter program. Thanks for your continued patience! We're excited to finally deliver this important functionality for you.

2


Thanks for the update.

We really need this implemented as soon as possible. 

1


Hi Scott, my company is also in need of this feature (apply SLAs to agent-created tickets). Looks like it's been about 2 months since your last update. Any news? Thanks

1


Hi Team,

Same need here

0


Hi Scott, we would like to be apart of the early adopter program. Thanks!

0


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Scott Allison

Zendesk Product Manager

Thank you everyone for your continued interest in this. I'd like to provide you with an update.

We recently launched two enhancements to our SLA capabilities, introducing more targets and giving you more options to put targets on your workflow:

1. Group SLAs
2. Total Resolution Time

Coming in Q3 will be the ability to apply reply-time metrics to Messaging conversations.

Our final release of the year will deliver the ability to customize what activates and fulfills SLA metrics, including the ability to make sure reply time SLAs apply to agent-created tickets.

I'll update this thread again with more specifics as we get closer to launch. We have not yet determined whether there will be an Early Adopter Program (EAP) but if so, I'll post that here too. We're excited to bring this important functionality to you. 

0


image avatar

Scott Allison

Zendesk Product Manager

Thank you everyone for your continued interest in this. I'd like to provide you with an update.

We recently launched two enhancements to our SLA capabilities, introducing more targets and giving you more options to put targets on your workflow:

1. Group SLAs
2. Total Resolution Time

Coming in Q3 will be the ability to apply reply-time metrics to Messaging conversations.

Our final release of the year will deliver the ability to customize what activates and fulfills SLA metrics, including the ability to make sure reply time SLAs apply to agent-created tickets.

I'll update this thread again with more specifics as we get closer to launch. We have not yet determined whether there will be an Early Adopter Program (EAP) but if so, I'll post that here too. We're excited to bring this important functionality to you. 

4


@... If an EAP becomes available for the launch of customizing what activates and fulfills SLA metrics, we are very interested to take part in this.

0


@...

We would definitely like to be part of the EAP for the agent created first time reply SLA. We are finding it difficult to keep track of tickets that are agent created if they don't have an SLA apply.

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Scott Allison

Is there an updated to this release mentioned above: "Our final release of the year will deliver the ability to customize what activates and fulfills SLA metrics, including the ability to make sure reply time SLAs apply to agent-created tickets."

Will this still be released by the end of the year? 

1


@...

I have the same inquiry re: "Our final release of the year will deliver the ability to customize what activates and fulfills SLA metrics, including the ability to make sure reply time SLAs apply to agent-created tickets."

My team is mostly responsible for agent-created tickets and need the reply time SLA for KPIs and to help with capacity planning.

1


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