SLA Alerting in Minutes

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69 Comentarios

  • Stephen Skobel

    I'd really like to know the status on this as well. 

    1
  • Brittany Mandel

    Looks like you guys have a really hard time understanding the challenge of a client that deals with technology platforms, essential infrastructure, and very tight SLA deadlines. It's maddening that more movement hasn't been made on this front. We can set our SLAs in minutes, but we can't set the alerts in minutes. What kind of sense does that make? Where is the urgency? This is completely unacceptable.

    THIS POST IS FROM 7 YEARS AGO! Step up your game Zendesk and learn to prioritize appropriately. SLA breaches come with monster penalties - why don't you seem to care?

    1
  • Scott Allison
    Zendesk Product Manager

    Reposting my latest update, as it's pinned on the first page and may have been missed:

    Thanks everyone for your continued interest in this important functionality. About a month ago we released our new back end SLA platform which gives us a solid new base to build additional functionality for SLAs.

    The first part of that is "Group SLAs" announced at Relate. This is set to open to early adopters in Q4, and be released generally in Q1. If you'd like to express interest in being part of that EAP release, please use this form. 

    Once Group SLAs are out we'll be working on real-time alerts for SLAs, as well as some greater options for SLA targets, including some new targets and configurability. Expect this to ship sometime in 2023. 

    In the meantime, I recommend you check out some of our marketplace apps, like Sweethawk Timers for the ability to get minute level notifications for SLAs.

    0
  • Amy Spagnolo

    Scott Allison is something going to be done with the minutes notification around SLAs? We have internal target of 30 mins plus a customer facing SLA - we would like to track and get notified when these are about to breach under the hour. For customer facing SLAs - when system is down our target is 30 mins and we have no way to notify outside of ZD at this time nor we can trigger automations/integrations based on this detail.
    Yes - we've looked at Sweethawk but it doesn't fit our needs. 

    1
  • Brittany Mandel

    I really love that their only solution in the last 8 years to this issue which is imperative to basically any functioning and successful helpdesk... is to purchase a product for 10$ an agent. Completely unacceptable.

    1
  • Peter Godden

    Hi Brittany Mandel the SweetHawk Timers app is $2 agent/month, the Super Suite, which includes all 15 apps is $10 agent/month.

    1
  • Brittany Mandel

    Peter Godden thanks for that! I was going by the link that was included by the Product Manager above. I still maintain that 8 years it too long to implement something as basic as this.

    1
  • Geordyn Ader

    This is a ticket from 2015 and plenty of users have expressed the need and desire for it. When will this be implemented? Do we need to reach the 10 year mark? lol.

    1
  • Scott Allison
    Zendesk Product Manager

    Geordyn Ader Thanks for the question! My comment from October last year is at the top of the previous page so you may have missed it. You are right that SLAs has gone without investment for a while, but over a year ago we started rebuilding our platform for SLAs. That foundational work has been completed, and we've been working on Group SLAs, which will allow you to separately measure and put a target for a specific group, when a ticket gets assigned to that group. That will be released later this quarter, or early next quarter. We have other investments planned for later this year, and that does include real time notifications! In the meantime though check out our Marketplace where Sweethawk's timers app can be used to provide alerting as a stop gap.

    -1

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