Michael Assis

Hello,

 

This is another request to add the ability for SLA breach to automatically do something straight away.

 

Like many others, the company I work for relies on having an alert sent to PagerDuty if a SLA is breached. Having tested the system and having tried multiple ways to try to get this functionality with what Zendesk offers, I have finally reached the point where I now need to look at moving to another product. 

Now I understand that it's extremely taxing on a system to poll triggers every minute, for 1000s of instances of Zendesk, but surely it's easier enough that on SLA breach, the system can do "something". You're already tracking the time of an SLA and you already know when it's about to breach. 

 

Honestly, it doesn't seem to me like Zendesk has really thought out this process at all. What's the point of having an SLA in the first place if you then wait an hour before anything happens?