Reset the First Reply SLA
RespondidaHello!
We use Zendesk across departments and use various forms, triggers, etc. to ensure tickets get routed properly. However, we do have some crossover between departments and some tickets end up in the wrong place. When moving these tickets to another team, we need the ability to reset the SLA to First Reply so the newly assigned team can better track and improve their response time. When moving these tickets to the other teams we sometimes have already had a conversation with the customer or send them an initial message explaining why the ticket needed to be moved.
So, bottom line, we need a way to reset the SLA to First Reply when sending tickets to another department.
Thanks!
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Hello!
Unfortunately the First Reply Time will count from ticket creation to the first public agent comment, and so there's no functionality available for resetting that first reply time.
However depending on your workflow, this may be a case where Next Reply Time could assist, if agents send out a public comment to let the requester know they're sending it to that team. Alternatively, the Time Tracking App may also assist in getting the work times for the work times on those tickets.
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