no next SLA breach -> Agent generated tickets

3 Comentarios

  • Colin Piper
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    Hi Marleen, it all depends on which targets you have active. When an agent creates a ticket the First reply time is not utilized however the Requester waiti time and Agent work time targets will be.

    Are you seeing otherwise?

  • Melanie Leu
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    I need the "SLA breach" in the view for the First Reply time. Not so much for agents but it's missing for everyone at my company. Is there any workaround for that?

    I see that a priority level is applied as intended that should then also add the "SLA breach" - why does this not happen for my internal tickets? It makes no sense to me.

  • Devan - Community Manager
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    Hello Melanie Leu,

    You should be able to add SLA breaches to your view which, if I understand your question correctly, should solve this issue. I' ve gone ahead and linked the article below that goes into detail on how to set this up for you. 

    Adding the SLA breach countdown

    Best regards. 


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