Shashank Tripathi

We're trying to create two triggers or automations—one to tag a Next Reply SLA breach and another for a TTR SLA breach. Our goal is to use these tags to send separate notifications to Slack.

However, we’ve run into a limitation: the conditions for 'Next Reply SLA breach' or specific 'SLA Metrics' are not available in the automation conditions (ALL/ANY). Instead, we only see two options: 'Hours until next SLA breach' and 'Hours since last SLA breach.' This absence makes it impossible to distinguish between Next reply time and TTR, as we want to tag these SLA breaches as intended.

Since we're on an Enterprise plan, I'm unsure why these options aren't available. Could you please confirm if the specific SLA metrics (like Next Reply Time and TTR) should be accessible in our triggers or automations?

We're looking to automate the enablement and disablement of Zendesk Talk based on our agents' shifts. The goal is to ensure that calls are routed only to agents who are logged in during their scheduled hours, minimizing missed calls and reducing manual intervention.

Additionally, we’d like to automate the agent's call status so that when an agent logs in, their status automatically switches to "online" and they’re ready to take calls. Similarly, when they log out, their status should automatically go "offline." Currently, our team leads are manually monitoring and updating the status for agents who are not working, and we’re hoping to automate this process.

Could you please advise if there’s a way to set this up within Zendesk, or if there are any recommended integrations or automations that could help achieve this?