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Please include SLA in View Conditions
Posted Jun 06, 2022
Feature Request Summary:
I would like to be able to use:
Whether a ticket has an SLA set
Whether a ticket has an SLA breach
as conditions for Views and what tickets show up.
Description/Use Cases:
SLA is an attribute property of tickets. Not having it be available as an attribute for conditions to apply to a view to, greatly limits the ability to use this.
Business impact of limitation or missing feature:
This would be massively helpful in finding tickets that are missing SLAs, and setting up views that focus on the length of the remaining SLA (for example, an all "SLA broken, triage this view first" view). As Zendesk is removing offset pagination and suggesting users stop having such large views as a matter of handling this transition, this necessitates being able to break up existing queues into smaller parcels. SLA really necessitates all like SLA tickets being in a single view, since Views have no conditions for SLA. This puts you in a catch-22 with the upcoming update, if you use SLAs, you can't really build smaller, more focused views, because there's no options given for views to do so with SLAs.
10
5 comments
Official
Salvador Vazquez
Hey CJ, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
1
Nicole Saunders
Hi CJ - Thanks for sharing this feedback and for using the feature request template.
We'll make sure the PM is aware of your request, and encourage others who like CJ's idea and would like to see similar functionality to up-vote their post.
You may also be interested in this recent functionality improvement announcement:
An easier way to see upcoming SLA breaches
0
Gerardo
Hi,
I agree to this, Ideal would have also a condition based on metrics example ticket SLA Next reply time breached or Agent working time breached.
0
Dave Dyson
Salvador Vazquez
We have a fairly complex set of SLA policies, and it would be helpful to be able to create a view showing tickets that have a specific SLA so be we make sure it's working as intented, and to create a view of tickets that have *no* SLA applied to them, so we can determine why that's the case. Thanks!
0
Lindsey Rhyne
+1 to everything
1