Posting here after receiving recommendation that Product Managers are scouring the forums for enhancement requests :-)
The issue is: SLA timer is tied to the timestamp of a ticket's creation. As opposed to when a priority (if SLA is tied to that) is changed.The design, as explained to me, is that an Agent will not be able to downgrade a ticket's priority, extending the SLA. This makes sense from a customer's perspective, binding the service provider to a contractual clause.
Here's where is gets trickier. If a customer changes the priority, in the opposite direction, upgrading it, it can cause an instantaneous SLA breach. This forces a contractual breach on the service provider.
A real life example: Ticket created as a medium priority with 8 hours to SLA breach. The ticket is assigned and prioritized accordingly.2 hours later, the customer logs into the portal and changes the priority to Urgent. Urgent priority SLA is 1 clock hour. At that very second the ticket is marked as breached and the ticket notes the breach occurred an hour ago
This is a frustrating scenario for a service provider. The service provider would have expected that they have 1 hour to SLA breach since the case was upgraded to Urgent.
Currently ZenDesk does not recalculate based on SLA policy attributes, only based on ticket creation timestamp.
I hope this can be changed. Or at least give service providers the option to chose how to recalculate SLA when ticket attributes change.
Thanks for listening.
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