SLA count start date

5 Comentarios

  • Graham Robson

    Hi Amit,

    It sounds like you need an SLA Metric/Event to start at a lifecycle point other than when the ticket was created. However, Zendesk's native SLA Management for Initial Response and Resolution are hard wired to the the ticket creation.

    I'd recommend that you take a look at our Cloudset SLA Management offering Performset. This has capabilities to not only have additional SLA Metric/Event types, but also the ability to define how they start start and stop. This feels ideal for you scenario where you need to start an SLA from the point you decide to put the ticket under 'Application review'.

     

    Best Regards,  Graham (Cloudset)

     

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  • Amit Aharoni

    Graham thank you for your response, but the cost of the module is not proportional to my very specific, narrow and focused need which will serve basically 5 people in the organization.

    Would very much like to hear what the Zendesk people has to offer for my need.

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  • Ben Van Iten
    Zendesk Community Team

    Hi Amit,

    My apologies for the delay in our response here. Could you tell me which SLA types you are trying to use (First Reply Time, Next Reply Time, etc) so I can get a better idea of any possible solutions?

    Thank you!

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  • Amit Aharoni

    Hi Ben,

    I'm referring to First reply time and Next reply time

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  • Ben Van Iten
    Zendesk Community Team

    Hi Amit,

    Thanks for the update. I reviewed some of our documentation and worked with a few team members who specialize on SLA's, and unfortunately there really isn't a way to make First Reply Time function how you want it here with Zendesk at the moment. Next Reply Time should work as you want it after the initial stage that is the cause of your concern.

    I wish I had better news on this front, but those two SLA types do not have any statuses that cause them to stop like some of the others. We definitely welcome you to share your feedback on your experience with this functionality: https://support.zendesk.com/hc/en-us/community/topics/200132066--Feedback-on-Support

    This will allow others to add on to your post and upvote it as well. I will also flag this conversation as feedback so it is reviewed by the correct team internally. Please let us know if we can assist further!

     

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