SLAs dataset showing a different policy
Hi there, we have a fairly old ticket whose SLA policy has recently changed (days ago), but we keep seeing the old one when looking at it from Zendesk Explore.
What could be the reason?
Ticket is suspended and its metrics Active (Requester Wait Time) and Paused (Agent Work Time). No First Reply Time is available as it was open by an agent.
Hi Alberto Gugel, has the new SLA policy been applied to the ticket? You should be able to check this by switching the ticket to the 'Events' view.
Yes, it has been applied.
Thanks for confirming Alberto. Is the issue that only the old policy is showing against the ticket in Explore, or that both the old and the new policy are showing? If it's the latter then I believe this is normal behaviour, so that you can see how a ticket has performed against all policies that have been applied to it.
No, we keep seeing only the old one for both of the metrics.
Hi Alberto, in that case it sounds like there's an issue. I suggest contacting support to clear up the problem.
Please sign in to leave a comment.