I understand that some businesses may have problems that need to be tracked in minutes while others in hours or days. However, SLAs in Zendesk are only set in hours/minutes. An SLA may be breached because an agent missed it by 20 seconds. I do not consider that breaching SLAs.
Furthermore, in our business (with very few exceptions) we promise resolutions to our customers in multiples of days not hours or minutes.
It is very impractical for us to breach an SLA because instead of following up at 11:17 we followed up at 11:20. The Customer doesn't care but as far as management is concerned we breached our SLA.
We would like to have the flexibility to set the unit based on the severity of the issue. For example say we have a Severity 1 issue (urgent) that needs to be solved in 30 minutes while a Severity 4 issue Low priority can be open 30 days. On the 30th day it doesn't matter if I follow up at 9am or 3 pm. I am still within my SLA.
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