Ability to display 'Requester Wait Time' vs 'Agent Work Time' in SLA column in view

Thanks Charles

You are correct - either another column for Requester Wait Time, or replace this one (which has Agent Work Time), with Requester Wait Time.

Yes, I can see it when I hover over the SLA number - but would love to see it live. Basically we have a 48h SLA with our customers, so I want to make sure we see when we are about to break this, live on the View.

Thanks!

I got you now so basically instead of seeing the Agent Work Time, you want to add another column for the Requester Wait time, right? 

Not sure if we can change that but since you have 2 active SLA per ticket, have you tried hovering to the SLA number, that's the only thing I can think of atm but let us wait from Zendesk if they have some other suggestion. 

Yes I am familiar with the SLA section, that's where they are defined.

First Reply Time - empty

Requester Wait Time - 48h

Agent Work Time - 12h

Then in Views, I add the column 'Next SLA breach' and it shows the Agent Work Time in the column.

I would like to see the Requester Wait Time in the column.

Anyway to change that? 

Go to Admin Centre>Objects and Rules>Service Level Agreements then you will see this SLA selection

Hi Jahn Bronilla thanks for the comment!

How would I find which SLA I am using?

Currently on my SLA page, I don't have a First Reply Time defined (field is empty).

But I have a 'Requester Wait Time' and an 'Agent Work Time' defined.

Again, in the SLA column in my view I see 'Agent Work Time' SLA, but I want to see 'Requester Wait Time' SLA.

Thanks!

Hi Pierre-Luc Bisaillon - what SLA are using as of the moment? 

First Reply Time or Requester Wait time? 

You might be using First Reply Time hence not showing as Requester Wait Time.