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Service Level Agreements (SLA), macros, and CSAT

SLAs, the different metrics and targets, badges, breaches and achievements, and schedules. Content about macro settings, using macros and its different components such as actions and availability. Articles about questions and issues regarding the customer satisfaction survey, ratings, and others.

Why do SLA badges disappear on tickets unexpectedly?

Question Why do SLA badges disappear on tickets unexpectedly? Answer When multiple triggers run simultaneously to up...

Edited Apr 10, 2025

0 votes  ·  0 comments

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How do I create a first reply time SLA for agent created tickets?

Question Can I create an SLA for agent-created tickets? Answer You can create a First reply time SLA on agent-created...

Edited Sep 18, 2024

14 votes  ·  3 comments

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Troubleshooting common SLA issues

If you're experiencing service level agreement (SLA) issues, use this guide to find solutions to the most common beha...

Edited Oct 23, 2024

10 votes  ·  18 comments

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Why are my satisfaction surveys not being sent?

Issue Symptoms Satisfaction surveys are not being sent after tickets are solved. Resolution Steps The customer satis...

Edited Oct 04, 2024

5 votes  ·  14 comments

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Why am I receiving unexpected bad satisfaction ratings?

Question I received a bad satisfaction survey response. When I followed up with the customer, they confirmed that the...

Edited Nov 19, 2024

27 votes  ·  82 comments

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How can I pull a list of all my macros from Zendesk?

Question How can I export all the macros of my account into a file? Answer There isn't an out-of-the-box feature that...

Edited Jul 26, 2023

13 votes  ·  11 comments

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Can customers change their satisfaction rating?

Question Our customers rate the tickets and sometimes they rate them as bad. However, sometimes we have a solution a...

Edited Nov 14, 2024

8 votes  ·  12 comments

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Why do I see differences in SLA target hours?

Question Until the target is due, why do tickets with SLA targets in business hours show a higher number of hours tha...

Edited Nov 03, 2023

6 votes  ·  5 comments

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Workflow: Create a view to show satisfaction ratings with comments

Create a view to track all the Support tickets that received a satisfaction rating with a comment. Note: Views do n...

Edited Oct 16, 2024

4 votes  ·  15 comments

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