Re-opened tickets from survey feedback do not have an SLA

Answered

3 Comments

  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    Hi Elle Tucker

    You might want to try adding a tag to the requester used in these feedback tickets. Then either add the tag to one of your existing SLA setups or create a new one if you want a different SLA schedule.

    Let us know if that does the trick!

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  • Elle Tucker

    Hi Heather, I did add a tag to these feedback tickets when they come in and unfortunately, it is not adding the SLA trigger until an agent responds to the original bad feedback ticket. Attaching a ticket of the SLA set up in case there are any other missing pieces.

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  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    That is interesting. You're saying this is a reopened ticket, not a Followup ticket, correct? Sounds like the Periodic Update should be activating on a reopened ticket! I'd recommend contacting Zendesk support on this one...

    From Defining and using SLA policies

    • Periodic Update: If a ticket is reopened with an end user comment, nothing will happen. If a ticket is reopened, with or without an agent comment, the relevant Update metrics activate new targets.
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