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Pausible Update - Allow option pause SLA when a response is not necessary
Posted Nov 15, 2023
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
A way to pause the SLA timer using the Pausible Update SLA that does not require a public reply.
What problem do you see this solving? (1-2 sentences)
Agents will often let customers know they are putting a ticket in Pending status, just in case the user has any further issues. When responding with a public reply, this pauses the SLA. However, when the customer replies with a "Thank you" or other general acknowledgment, this starts the SLA timer again, requiring the agent to publicly reply again.
This causes an odd back and forth of multiple "Thank yous" simply for the sake of pausing this timer, which degrades both the agent and customer experience, making it feel less authentic.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This is a daily occurrence in an agent's day-to-day
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
The agent either responds to the customer with an extra "You're welcome!" or "Anytime!" just for the sake of pausing the timer.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Provide the ability to pause the SLA and audit/track how often the SLA timer is being paused. Something along the lines of the agent being prompted for "Does this require a response?"
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3 comments
Shawna James
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Rich
This would be a great feature. There is not enough flexibility overall in SLAs, causing false breaches that must be explained when reports are viewed by others.
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Tina
This is actually something we are trying to find a workaround. (Thanks Aaron to the very articulate write-up of what we are also looking for!)
When our CS team advises the customer that they will follow up with them and get an update from another department/third party, the customer will usually write "thank you"-type message. This is something that our company does not count as a reply and we actually advise our team to use a macro (without a reply to the customer). We have an automation for the ticket to reopen after certain timeframes (when we expect for an update from another department/third party) but the problem with this is that it doesn't capture SLA making it very hard to see which tickets to do first (as agents prioritize tickets breaching SLA, the tickets with no SLA are easily missed).
Even if it's something to set up with automation, this would be a lifesaver. Currently we are trying to utilize SLA data for management to see the overall workload pressure, however this is becoming difficult as we have so many blank SLAs and most are related with this issue. Thanks.
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