Question about SLA function

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Haynes Winkler

Posted Mar 05, 2024

We use an SLA policy of 24 hours from last customer response with no agent reply as the main way to order our tickets (ordered from past SLA or closest to passing SLA to furthest). However, some tickets, especially those sent through API or sent via chat when agents are offline, do not seem to be subjected to the SLA rules.

Does anyone have an understanding of why this might be? I have not been able to figure it out from our settings or the available documentation.

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      Paolo

      Hi Haynes,
       
      Tickets created via the API or Chat will have the SLA policies evaluated the same as any other ticket. You can add in your policy a 'channel' condition so that it applies to tickets created via the API or Chat. For more information and guide, kindly refer to this article Defining SLA policies.
       
      Best,
      Paolo | Technical Support Engineer | Zendesk

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