SLA Reminders and escalation

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  • Dan Cooper
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    Hi Ivo, 

    Some of this functionality is available today through the Automation functionality that exists today. You can setup automations that watch for Hours until/since SLA breach conditions to fire off emails or perform other automatic actions.  You can also use automations to add tags to tickets at certain time intervals that can be used to activate future triggers/automations to support escalation scenarios like you describe.  There is a lot of flexibility here. 

    The gaps here come down wanting to get updates a half hour prior or in intervals less than an hour.  However, if you use a tool like PagerDuty you can start pairing notifications from Zendesk with PagerDuty to do some of the additional logic as well to get into minute by minute notifications. 

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  • Ivo Pereira Tromm
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    Thanks Dan.

    I've heard about automations and have already used them as an alternative. But we are looking for something else. I asked if Zendesk have plans about this functionality because we understand how the most effective way to bring these reminders and alerts exactly like notifications. Even if it is a new setting in the SLA policy, or  automations allow this kind of action.

    Can you check for me if it is possible to include this in the roadmap?

     

    Thanks.

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  • Dan Cooper
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    Hi Ivo, 

    I don't work for Zendesk, I'm just a Zendesk user that spends a lot of time in the community. You're in the right place to share this feedback.  It's a great call out and it would be a great feature addition to come from Zendesk and to be added to the roadmap. 

    On a more positive note, Sweet Hawk has built an app called Notify that looks to do some of this that is tied in with Triggers though that might be able to fill this gap today. 

     

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  • Ivo Pereira Tromm
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    Thanks Dan for sharing information about Notify.

    I will study a little more its features and evaluate the possibility of implementing in our company.


     Regards.

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  • Mihaela Dragota
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    Hi,

    We are currently using an automation that sends each assignee an email one hour prior to the SLA breach. We have also trained our agents on the importance of that notification, so it's very related to both Zendesk aspects and training needs.

    Regards,
    Ela

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