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Scott Allison

Incorporación 14 abr 2021

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Última actividad 28 ene 2025

Zendesk Product Manager

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RESUMEN DE LA ACTIVIDAD

Última actividad de Scott Allison

Scott Allison hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

I wanted to provide you all with an update here, and point you to a release that we started rolling out today that provides a solution for First Reply Time on voicemail tickets. 

 

We're introducing advanced settings to three of the SLA metric types, first reply time, next reply time and periodic update. These new settings are optional, and give you the ability to change the logic for when an SLA metric is activated or fulfilled, on an individual policy basis.

 

Once the rollout is complete, go to the Admin Center page for SLAs, select your policy, edit First Reply Time and then click on Advanced Settings. Then check the box next to “When any ticket is created for an end user with an internal note”. Any new voicemail tickets will then have FRT applied. 


This is what it looks like on a ticket:
 


Read more in the announcement here:

 

https://support.zendesk.com/hc/en-us/articles/7411959450778-Announcing-advanced-SLA-configuration-settings

 

 

Ver comentario · Editado 22 jul 2024 · Scott Allison

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Scott Allison hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

I wanted to provide you all with an update here, and point you to a release that we started rolling out today. 

 

We're introducing advanced settings to three of the SLA metric types, first reply time, next reply time and periodic update. These new settings are optional, and give you the ability to change the logic for when an SLA metric is activated or fulfilled, on an individual policy basis.

 

It addresses these needs

  • Ensure end user tickets can have first reply time applied for all common use cases
  • Apply SLAs when a CC’d end user replies to a ticket (next reply time)
  • Apply First and Next Reply Time SLAs when an agent or light agent is the requester on a ticket
  • Apply or fulfill First, Next and Periodic Update SLAs with internal notes

Read more in the announcement here:

 

https://support.zendesk.com/hc/en-us/articles/7411959450778-Announcing-advanced-SLA-configuration-settings


 

Ver comentario · Publicado 22 jul 2024 · Scott Allison

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Scott Allison hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

I wanted to provide you all with an update here, and point you to a release that we started rolling out today. 

 

We're introducing advanced settings to three of the SLA metric types, first reply time, next reply time and periodic update. These new settings are optional, and give you the ability to change the logic for when an SLA metric is activated or fulfilled, on an individual policy basis.

 

It addresses these needs

  • Ensure end user tickets can have first reply time applied for all common use cases
  • Apply SLAs when a CC’d end user replies to a ticket (next reply time)
  • Apply First and Next Reply Time SLAs when an agent or light agent is the requester on a ticket
  • Apply or fulfill First, Next and Periodic Update SLAs with internal notes

Read more in the announcement here:

 

https://support.zendesk.com/hc/en-us/articles/7411959450778-Announcing-advanced-SLA-configuration-settings

 

Given the main request here was around Next Reply Time I'm going to mark this request completed. If you want to want to create a new request for any remaining needs, please do that here using the product feedback template. Thank you!

Ver comentario · Publicado 22 jul 2024 · Scott Allison

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Scott Allison hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

I wanted to provide you all with an update on our SLA capabilities and point you to a release that we started rolling out today. While it doesn't address pausing of SLA targets, it give admins a lot more control now over what activates or fulfills an SLA, on an individual policy basis.

 

These enhancements effect three of the SLA metric types, first reply time, next reply time and periodic update. These new settings are optional, and give you the ability to change the logic for when an SLA metric is activated or fulfilled, on an individual policy basis.

 

Read more in the announcement here:

 

https://support.zendesk.com/hc/en-us/articles/7411959450778-Announcing-advanced-SLA-configuration-settings

 

Our next major piece of work on SLAs is going to be for providing near real-time notifications and actions, but for now we have no specific timeline for “pausing SLAs”. If this is still something you need, please fill out this form so we can understand more about your needs.   

Ver comentario · Publicado 22 jul 2024 · Scott Allison

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Scott Allison hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

I wanted to provide you all with an update here, and point you to a release that we started rolling out today. 

 

We're introducing advanced settings to three of the SLA metric types, first reply time, next reply time and periodic update. These new settings are optional, and give you the ability to change the logic for when an SLA metric is activated or fulfilled, on an individual policy basis.

 

It addresses these needs

  • Ensure end user tickets can have first reply time applied for all common use cases
  • Apply SLAs when a CC’d end user replies to a ticket (next reply time)
  • Apply First and Next Reply Time SLAs when an agent or light agent is the requester on a ticket
  • Apply or fulfill First, Next and Periodic Update SLAs with internal notes

Read more in the announcement here:

 

https://support.zendesk.com/hc/en-us/articles/7411959450778-Announcing-advanced-SLA-configuration-settings

 

 

Ver comentario · Publicado 22 jul 2024 · Scott Allison

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Scott Allison hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

I wanted to provide you all with an update here, and point you to a release that we started rolling out today. It allows you to ensure next reply time SLA is started when any end-user replies on a ticket, not just the requester, even if it that reply is added as an internal note. 

 

We're introducing advanced settings to three of the SLA metric types, first reply time, next reply time and periodic update. These new settings are optional, and give you the ability to change the logic for when an SLA metric is activated or fulfilled, on an individual policy basis. Read more in the announcement here:

 

https://support.zendesk.com/hc/en-us/articles/7411959450778-Announcing-advanced-SLA-configuration-settings

 

Ver comentario · Publicado 22 jul 2024 · Scott Allison

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Scott Allison hizo un comentario,

ComentarioMeasuring success

Johannes Garske Thanks for the feedback! Can you tell me more about this need, specifically?

Ver comentario · Publicado 22 jul 2024 · Scott Allison

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Scott Allison hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hey everyone, thanks for your continued interest in this capability. We're working on it right now, so keep your eyes open for an announcement in the next few weeks!

Ver comentario · Publicado 15 jul 2024 · Scott Allison

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Scott Allison hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

 Hey everyone, thanks for your continued interest in this capability. We're working on it right now, so keep your eyes open for an announcement in the next few weeks!

Ver comentario · Publicado 12 jul 2024 · Scott Allison

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Scott Allison hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Thanks for the question Sydney! I don't own this any more but I'll flag it up and make sure we give you an update in the next few weeks.

Ver comentario · Publicado 11 jun 2024 · Scott Allison

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