Feature Request - Allow Pausible Update SLA Target to be set when End Users reply to tickets

We are relying heavily on this SLA target for queue management and there is a crack in the logic that a number of tickets are falling through, which is causing upset customers when their tickets are not responded to in a timely manner. The scenario is this (directly from the help text):

The Pausable update metric uses the agent's public comment on a new or existing ticket as a starting point, only if that ticket is not in the Pending status. If an agent adds a public comment and marks the ticket as Pending in the same event, the metric will not be applied to the ticket until the ticket is first submitted in a New, Open, or On-hold status with a public comment. The metric will apply once the ticket is set to Pending. Once a comment is present, the metric pauses in the Pending status and resumes in a non-pending status with either no comment or a private comment from an agent.

That action described in bold is an incredibly common action. Here is the scenario:

A customer puts in a ticket with very little information. When the agent starts looking at the ticket, they identify immediately they need more information to help the customer. They add a public comment asking for more information and set the ticket to Pending status.

My Request - Either of the following would cover this gap:

When the ticket is placed in Pending with a Public comment by the agent, the Pausible SLA target is applied and then immediately paused.
When the requestor updates the ticket (moving it back to Open status), this action applies the Pausible update target.

I LOVE the Pausible Update SLA feature, but this gap has caused us to rethink using it. If we abandon it, the next best solution is using the Next Reply Time SLA and requiring agents to ask for updates on tickets that have not received responses, which can be time consuming.

Heather Rommel

March 29, 2023 15:26

Community Moderator

I couldn't agree more!! Zendesk please read!!

I've posted a comment on this string which I am hoping is being monitored as well https://support.zendesk.com/hc/en-us/community/posts/4410323216922/comments/5461876614426

Aaron Doane

May 04, 2023 20:12

The work-around to this is to use an additional Next Reply Time SLA. The downside to this is that moving a ticket to Pending Status without a Public comment does not re-activate the Pausible SLA target, which means your Pending tickets will now breach the Next Reply Time SLA.

May 04, 2023 20:13

Heather Rommel I tried to follow your link, but the page doesn't exist :(

August 15, 2023 13:31

Just wondering if there is any traction on this? We see tickets drop to the bottom of our views regularly, causing agents to not trust the SLA targets as a good method to prioritize tickets.

Feature Request - Allow Pausible Update SLA Target to be set when End Users reply to tickets

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