SLA full resolution time and impending breach color change.

Planifiée

20 Commentaires

  • Commentaire officiel
    Scott Allison
    Zendesk Product Manager

    Hey Everyone! I'm a Product Manager here at Zendesk and I'm pleased to say that rolled out an update that adds a new amber color to the SLA timer badge. This will indicate when an SLA has 15 minutes or left to run. While it's not configurable in this release it's something we're hoping to add in the future. More details in our recent announcement

    The second request in this thread asks for a full resolution time SLA and that is in progress now. We expect to release it in Q4. 

    Thanks again for your engagement, feedback and ideas, we truly appreciate it. 

  • Nicole Saunders
    Zendesk Community Manager

    Thanks for the feedback, Collin! 

    0
  • Matthew Spratling

    We also require a Full resolution time that doesn't get affected by open, pending or hold statuses. 

    Just a start to finish SLA with no pauses until the ticket is solved/closed.

    Thanks!

    3
  • The Home Depot Inc

    Has there been any update on this request? This seems to be an important ask for the teams using Zen Desk as their ticketing portal.

    1
  • Kristen Mirenda

    Hi @Ajay! We definitely hear these requests, but they are not specifically planned at this time.

    -2
  • Ashish Sharma

    This would be so useful for us to have both suggested changes implemented. 

    1
  • Shane A. White

    I am pretty surprised that "Full Resolution SLA" does not already exist. Please consider adding this to your roadmap ASAP.

    2
  • Traian Vila

    +1

    0
  • Tobias Hermanns

    Also wish yellow color, as Warning for SLA!

    0
  • Nadia Tosheva

    Really surprised we cannot set Resolution SLA targets!

    This is such an obvious metric that's key to most contractual SLAs and should be available and should also be set for different segments (e.g. custom ticket types, client type, etc)

    How soon is this on the roadmap?

    1
  • ContactLab

    Hi, is there any news?

    0
  • Nicole Saunders
    Zendesk Community Manager

    Hi Donato, 

    No news. SLAs are not an area of focus for development at this time.

    0
  • Sam Donovan

    Hi Zendesk Team - We would also like this metric added.

    Thanks,

    Sam

    0
  • Molly Katolas

    I, too, received feedback from my agents that a color change for their SLA timer would be helpful when it gets to a certain point.

    0
  • Taylor Wilson

    +1 for the ability to add yellow as a sla time color and the ability to configure when the color change happens.

    0
  • Ayal Kellman

    +1 for a full resolution time SLA. Is anyone familiar with any workarounds? 

    1
  • Scott Allison
    Zendesk Product Manager

    Hi Everyone!

    Thanks for all your comments and input. I'm a new Product Manager here at Zendesk, and one of our priorities for the year is to improve our SLA functionality and both of these ideas are things we are considering. Thanks for your patience, and continued feedback! We truly appreciate it.

    0
  • Ciprian Atomulesei

    +1 for the ability to add yellow as a SLA time color and the ability to configure when the color change occurs.

    0
  • Jason Ortega

    As a work around we are deciding to add a ticket field that will be updated whenever our SLA conditions are met and then we will use that as a column in our view next to the SLA

    1
  • Sam Donovan

    I came here looking for an answer to the exact question "1. It would be really helpful to have a "Full Resolution Time" SLA."

    Really great to see Scott's update that this is coming in Q4. I'll follow this page for updates.

     

     

    0

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