Zendesk SLA is a really good tool and in the centre of Zendesk work and views - All tickets in many workflows are handled according to the SLA settings and one of the many really, really good features of Zendesk is the ability to easily see from views directly which tickets should be handled next and are way over their SLA.
In english translation SLA translates "Next SLA Breach" and in Finnish it translates to "Seuraava SLA-rikkomus".
Zendesk only has space for at most 10 columns of information to be showed in views. More than not we see all of these 10 columns used and needed and thus the information is spread even with FHD monitors so you need to scroll. Having a limitation and all of that is good and understandable but as SLA in is in the centre of many workflows and as such as the centre of operations for many many agents it would help tremendously if you could change the text as plain SLA or at least make it an option under SLA:
The SLA itself doesn't take too much space even with large amount of days (don't worry, this is our demo setup in the screenshot above :) )
Let us either change column names also via dynamic content or make it available for SLA to be just plain SLA in views.
Iniciar sesión para dejar un comentario.