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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.


Will a change of business hours affect ticket metrics related to business hours and SLAs retroactively?

Question I would like to change the business hours of my schedule. Will a change of business hours affect ticket met...

Edited Mar 25, 2024

1 vote  ·  1 comment

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My macro isn't applying to my ticket

Issue symptoms I see my macro applied to the ticket. However, action updates are missing on the ticket. Resolution st...

Edited Jul 04, 2024

1 vote  ·  1 comment

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Why are SLAs still breached after changing the priority?

Question Why does the SLA still show breached after I lowered a ticket's priority? Answer Once a target is missed, it...

Edited Feb 20, 2024

2 votes  ·  1 comment

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How can I use the DD-MM-YY format for a date custom field using Liquid markup?

Issue symptoms I use Liquid markup in my macro or trigger, which automatically fills in text with the value of my cus...

Edited Feb 16, 2024

0 votes  ·  0 comments

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How can I create conditions to show text from the values of my custom drop-down field?

Question Using a macro, I want specific text to appear depending on the values of a custom drop-down field. How can I...

Edited Feb 19, 2024

0 votes  ·  0 comments

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Ticket status is not showing as a condition option when creating SLAs

Issue symptoms When creating SLA policies, I don't find Ticket status as a Condition. How can I fix this? Resolution...

Edited Nov 27, 2024

0 votes  ·  0 comments

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Why don't I see macro suggestions?

Issue symptoms You have the Zendesk AI add-on which includes macro suggestions No macro suggestions appear Resoluti...

Edited Aug 02, 2024

0 votes  ·  0 comments

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Can I view the personal macros of other users on my Zendesk account?

Question Is it possible to view or edit other users' personal macros? Answer Only admins can view and edit personal m...

Edited Sep 15, 2023

0 votes  ·  2 comments

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Who receives the satisfaction rating if a ticket is reassigned?

Question A ticket has been rated but it is no longer assigned to the original agent. Who receives the CSAT rating if ...

Edited Mar 20, 2023

1 vote  ·  2 comments

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Can agents create shared macros?

Question Can agents create shared macros with their role permissions? Answer No, agents can only create personal mac...

Edited Jul 14, 2023

1 vote  ·  1 comment

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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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Workflow: How to send satisfaction surveys when tickets get solved

Zendesk sends satisfaction surveys 24 hours after the status of ticket is solved, through a default automation: Reque...

Edited Dec 20, 2024

3 votes  ·  11 comments

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Workflow: How to exclude specific tickets, users, or groups from customer satisfaction surveys

Your customers can provide feedback about their experience in Zendesk Support by rating their solved tickets. If you ...

Edited Oct 07, 2024

1 vote  ·  9 comments

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Can I use a trigger and a webhook to update tickets?

Question I want to update tickets using a trigger or automation. The ticket attributes I want to update are not acces...

Edited Aug 22, 2024

52 votes  ·  12 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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How can I add the SLA breach countdown in my views?

Question I want to add the badge that countdowns the time until the next SLA breach onto my views. How can I include ...

Edited Sep 13, 2024

5 votes  ·  3 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 aren't SLA badges or targets appearing?

Question I created SLA policies for my tickets, but I don't see an SLA badge or my SLA target. What is going wrong? A...

Edited Mar 05, 2024

7 votes  ·  5 comments

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Are CSAT surveys multi-lingual?

Question Can I send customer satisfaction surveys in different languages? Answer The customer satisfaction survey is ...

Edited Dec 10, 2024

3 votes  ·  2 comments

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Can I create an SLA policy with a first reply target for missed calls?

Question I am looking to establish a Service Level Agreement (SLA) policy with a target for the First Reply Time for ...

Edited Aug 30, 2024

1 vote  ·  1 comment

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Workflow: How to automatically set priority on tickets for SLA targets

To apply service-level agreement (SLA) to your tickets, you must set the Priority field on the ticket first. Use the ...

Edited Dec 20, 2024

6 votes  ·  3 comments

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Setting up an SLA based on a Salesforce organization or user

Overview How to establish a Zendesk SLA (Service Level Agreement) based on information applied to a user or organizat...

Edited Aug 21, 2024

2 votes  ·  0 comments

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Can I customize the look of the satisfaction rating landing page?

Question Can I edit the layout of the customer satisfaction (CSAT) rating page? Answer No, unlike the email for cus...

Edited Jul 26, 2023

6 votes  ·  8 comments

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What is the difference between first reply time and requester wait time metrics?

Question What is the difference between the First reply time and the Requester wait time metrics? Answer First reply ...

Edited Aug 21, 2024

2 votes  ·  0 comments

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Do follow-up tickets send satisfaction surveys if the original ticket already sent one?

Question Do follow-up tickets send satisfaction requests to users if the original ticket already sent one? Answer If ...

Edited Dec 04, 2024

1 vote  ·  0 comments

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Can I pause the SLA timer or reset it under certain conditions?

Question Is it possible to pause the SLA clock or reset it under certain conditions? Answer If you are using any of ...

Edited Nov 04, 2024

9 votes  ·  6 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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How often are macros used?

Question How do I see which macros are most used in my account? Answer You can see the most used macros in your accou...

Edited Jul 26, 2023

5 votes  ·  11 comments

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Why does my satisfaction survey response rate always show a 100% response?

Question Customers are receiving the satisfaction survey, but I know that 100% of my customers are not responding. Wh...

Edited Nov 14, 2024

6 votes  ·  2 comments

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