Triggers on SLA breach

3 Commentaires

  • Phil Williams
    Community Moderator

    What you could do is use a service such as OpsGenie to monitor for the SLA breach. You can set a trigger in Zendesk to send a ticket to OpsGenie that has an SLA of less than 1 hour.

    In OpsGenie you would then use the notification schedules with escalation paths of a ticket breaching SLA.

    We actually have this method setup ourselves for premium customers tickets specifically so we meet a 15 minute SLA agreement.

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  • Megha D S

    Thanks for the information Phil. I will check OpsGenie out and see if it is makes sense to uses another service on top of Zendesk.

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  • Phil Williams
    Community Moderator

    No problem. I like to think of these options as complementing services though. OpsGenie is very good at alerting and escalating issues which is why we use it for SLA breaches as well as monitoring other parts of our infrastructure.

    Zendesk, on the other hand, provides us with the complete support experience. I like to use tools that do particular jobs well and merge them together rather than look for one that tries to do everything and sometimes not very well :)

    If you need any help setting up the triggers then do let me know.

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