Igal Dar

Just a quick note to probably set expectations from what I came to know the product - Zendesk has a built in refresher, a task that runs in the background and indexes everything, checks for triggers and fires off events, which runs once an hour. We don't know when exactly, as dev ops may fine tune timing to make sure there are no collisions on pods. This explains hourly triggers (roughly an hour, we don't how much time a task takes), in Zendesk Support as well as Explore.

In order to have a granular per-minute trigger, there needs to be a task that runs every minute and scans the triggers DB table vs the data. It cannot be the refresher (or whatever its true name is), as that is a huge one. So the request is to build a new engine that runs every minute and performs a subset of that task.

We, as customers, do not know how taxing this is on pods and what is the toll on performance, for a per-minute task.

Please don't get me wrong, this is a great product, and it's top-tier. I do think that engineering needs to be creative in finding a solution for this. Maybe spin up shadow pods that their whole purpose is perform tasks (split it from the UI). The bottom line is that other products have this feature, and this is what customers expect to get. Especially when dealing with SLA, which can have financial impact, as the gentleman posting above noted.

Thanks.

+1

And I don't understand why the API still doesn't support deleting a label.

I agree 100% with Dirk. W have strict policies and as much as a non-Zendesk app can solve our issue we cannot get approval to use it.

It doesn't make sense that the ticket holds that data, easily accessible by an API call and we can get nd read policy_metrics but Zendesk Support automation does not provide the granularity needed to manage SLA notifications efficiently.