asAlmas

Hello there,

A pausable update service level agreement has been added to our SLA for our clients recently.

There are a lot of great things about this feature and it is one of the reasons why we have been having some issues with the SLA not kicking in on time for us.

As a result of Zendesk support's update, we have found that in order for the SLA to be effective and to work properly, the agent will need to write a comment on a new ticket and set it to any other status other than pending, and after that, the agent will have to write one more comment and set it to pending so that this SLA will be active.

Consequently, my suggestion is that we can add a feature that would enable the SLA to kick in as soon as a ticket is created and active throughout its lifecycle. However, the SLA will cease to operate when the ticket is in the pending state and will reappear when it is in an open state.

Therefore, this will provide us with a solution to the problem that the SLA is not in effect when a ticket is awaiting feedback from the customer, and when it is open or on any other status the agents will have to put in regular updates on the tickets in order to maintain the SLA.