How to reset SLA metrics based on changes in a ticket's priority?

5 Commentaires

  • Diogo Maciel
    Zendesk Customer Care

    Hi Abed! I am sorry but once the ticket has breached an SLA metric it is not possible to reverse this in Explore. If you would like to suggest this as a change, please create a post on our Feature Feedback Forum which is constantly monitored by our Product Team to help define our future roadmap.

    Thank you!

    Best regards, Atenciosamente 
    Diogo | Customer Advocate | Zendesk Certified Support Administrator

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  • Randall Kiesewetter

    Hi guys, 

    This is also a requirement for us to triage down the severity of a ticket, but once it breaches the SLA in the system (and this can happen overnight if SLA is not set to business hours as we are not 24x7) there appears no way you can revert the setting in Explore for reporting. Hence the report shows tickets have breached SLA when in fact this is not the case which is then awkward to explain to the customer -  i.e. dear customer please ignore those particular breached SLA's as they were not actually breached. 

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  • Dave Dyson
    Zendesk Community Manager

    Hi Randall and Abed,

    To ensure the best visibility with our product team, can one of you post your feedback to our Feedback on Support topic, using our template to format your feedback? Then comment here with a link to your post so others can upvote and add their comments. Thanks!

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  • Jamie Danjoint

    Not sure if this is what you're referring to, but I just submitted this feature request: https://support.zendesk.com/hc/en-us/community/posts/4995773607194-Recalculate-SLA-metric-when-ticket-priority-is-changed

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Jamie, 

    Thank you for creating a Feedback Post! We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality. 
     
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