SLA for agent-created tickets



  • Official comment
    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. 

  • 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!

  • Ilya Gook

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

  • Scott Allison
    Zendesk Product Manager

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

  • luyolo dungelo

    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.

  • Krista Zaloudek

    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!

  • Jamie Noell

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

  • James Clark

    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.

  • Natalia Maglioni

    Buenas tardes, 

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

    Lo necesitamos

  • 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.


  • Tatiana Garcia

    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?

  • Scott Allison
    Zendesk Product Manager

    Tatiana Garcia Unfortunately not. More on roles here.

  • Maik Künnemann

    Hi Scott Allison 

    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?


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