Julie Anne Chan

Hi Zendesk Support!

I've got an issue to raise with the Next SLA breach display in our Views module.

Our agent noticed that the Next SLA breach count in days is currently not accurate. For example on below tickets, below tickets were created Sept 29, 2023 2:12AM. Assigned SLA setup for these tickets are 5 days (120 hours).  Upon checking today (sept 30,3:30 PM), display is 3d (3days) but set date of breach is Oct 4,2023 2:12 AM which is in 4 or 5 days. Is the Next SLA breach display correct? I think it should be 4d or 5d since it was created just yesterday.

Date display on mouse over for ticket 77026

Hi, I would like to know if we can extract also the computed number of SLA accumulated per ticket? Currently unable to find it when drilling in the report. No field for the exact computed SLA of a ticket. There is column pertaining to estimated time only like over 8 hours, 0-2 hours etc.

Hi, can we set to require an internal note or public reply if changing ticket status to Solved? Like it will prompt "Internal Note/Public Reply required" when clicking Submit on Solved Status? There are agents that does not put any notes on their workaround or communicate with end user when solving ticket. If this is possible, please provide also the detailed steps. thanks

This is well noted and thank you Cristian

Good day,

Would like to ask if SLA count is being reset if we assign ticket to another group? Regardless if SLA policy is changed or not?

Example scenario:

Ticket created yesterday at 12noon and was assigned to me using SLA policy no 2 (90 mins SLA)

Upon checking, ticket needs to be endorsed to another group. I assigned to group A today with SLA policy 3 (3 days SLA)

Is the ticket SLA will be reset to zero upon assigning to group A or continuous count of SLA, meaning my assistance time from yesterday until today will be counted already on Group A's  3- day SLA?

Thank you in advance