Susan Maher
-
Total activity172
-
Last activity
-
Member since
-
Following0 users
-
Followed by1 user
-
Votes62
-
Subscriptions59
Activity overview
Latest activity by Susan Maher-
Susan Maher commented,
I agree with the above except that we need either custom fields to be smarter (like system fields) or we need a secondary assignee to be added as a system field. We need to be able to test this fi...
-
Susan Maher commented,
Mateusz Sorry for the typos. I was a crazy day at work today and I had some issues with my own SLAs as well. I have to add some more logic for my enhancements. But back to your case, I would lik...
-
Susan Maher commented,
Mateusz, You can set up a Policy that checks for tickets that have not Public comments and set the Agent Work Time and the Requester Work times. This will work You can manage these tickets that w...
-
Susan Maher commented,
Mateusz S 1. Is First reply time SLA counted correctly also for tickets with no public comment? E.g. tickets for missed chats with internal note only? ANSWER: SLAs work on Public Comments ONLY. F...
-
Susan Maher commented,
Aidan, No, I am in the US. :)
-
Susan Maher commented,
@Jason, While status is not part of the criteria for SLAs what you may be able to do is set a trigger to add a tag for all tickets at creation time. Something like: Ticket is Created Status is New...
-
Susan Maher commented,
Aidan, First reply only applies when the end user opens the ticket. This means that the user either opened the ticket via email or online. When an agent opens the ticket (or API opens the ticket)...
-
Susan Maher commented,
Kristel, Using triggers to manipulate SLAs is akin to writing your own mini SLA system. I had to do that for my team because what Zendesk offers was not completely adequate for us and we were runn...
-
Susan Maher commented,
Kristel, SLA is not based on Status but on Public Comments so you will always run the risk of breaching SLA regardless of the Status of the ticket. The way you are set up right now, you will not b...
-
Susan Maher commented,
Andrew, There is a lengthy discussion in this thread https://support.zendesk.com/hc/en-us/articles/227164988 that may clarify your question.. I explain in there how we are using custom fields. H...