Seperate SLA for First reply time and Requester wait time


3 Comentarios

  • Arianne Batiles
    Zendesk Customer Care

    Hi Moe Elb

    Am I correct that you'd like to create two more SLAs each for the first reply time and requester wait time? Will this SLA be applied to other tickets that are not covered by your existing SLA policy?

    Depending on the ticket conditions where you want to apply your SLA, you can create a new SLA with both targets in it or you can create one per target. 

    I would like to better understand your use case; hence, I created a ticket on your behalf, and I’ll continue to assist you from there. Kindly check your email for updates. Thank you!

  • Technical Support

    Hi Arianne Batiles

    I have the same issue. we updated our SLA policy back in March and everything was working fine up until yesterday. SLA is now being calculated for both 'first time reply' and 'requester wait time'. I am aware that there were changes made for SLA on Messaging on social channels. But we don't use Messaging on our socials just the help centre. Is this change affecting our old policy as well?



  • Cheeny Aban
    Zendesk Customer Care
    Hi Technical Support, 

    I created a ticket on your behalf so that our Engineers will be able to get in touch with you via email and troubleshoot your inquiries with regard to SLA. 

    I hope that helps!

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