Recalculate SLA metric when ticket priority is changed

Not planned


  • Official comment
    Scott Allison
    Zendesk Product Manager

    Thank you everyone for continuing to share your needs for this. Unfortunately, this is not on our current roadmap, so I will mark the status of this as Not Planned for now. That could change based on customer demand though, so please keep your feedback coming.

    We do though have a number of major enhancements planned for SLAs in 2024. First up, the ability to customize exactly how SLA targets are measured, including how an SLA timer is activated and fulfilled. This will give you more control and the ability to capture things like first reply time on agent created tickets. Later in 2024 we'll offer realtime alerts, notifications and reminders. The goal of that is to make sure you hit your SLAs. 

    Thanks again for your feedback, we truly appreciate it.

  • Christine
    Zendesk Engineering
    Hi Jamie,

    We appreciate your input! Our Product Managers actively monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning. Thanks!
  • Stephen

    +1 on this - recalculating the SLA when priority changes, would be super helpful.

  • Keelan Pannell

    Voted! This would be a great feature

  • Arthur

    1 vote here - this will help our unit a lot if this will be possible

  • Vanessa Wood

    1 vote here as well 

  • Shannon Maggard

    +1 this would be very helpful

  • Randall Kiesewetter

    This would be a very useful feature. We missed adding a public holiday in our business hours schedule. A high severity ticket was logged on the public holiday and as we there was no-one actively monitoring the queue due to the public holiday and consequently breached the SLA. Subsequently the public holiday was added but Explore still reported that we exceeded SLA. 


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