Re-opened tickets from survey feedback do not have an SLA
We have recently implemented sorting our queues in our views by SLA breaches. There are a few segments of tickets that are not pulling into an SLA framework and are not receiving an SLA. One of the segments are tickets that are re-opened due to a user sending bad feedback in the survey response. Because the feedback in the survey is what re-opens the ticket, there is no end user comment, agent comment, or ticket update besides the ticket reopening that triggers an SLA. Is there any SLA that will trigger with these re-opened tickets?
Hi elle tucker
You might want to try adding a tag to the requester used in these feedback tickets. Then either add the tag to one of your existing SLA setups or create a new one if you want a different SLA schedule.
Let us know if that does the trick!
Hi Heather, I did add a tag to these feedback tickets when they come in and unfortunately, it is not adding the SLA trigger until an agent responds to the original bad feedback ticket. Attaching a ticket of the SLA set up in case there are any other missing pieces.
That is interesting. You're saying this is a reopened ticket, not a Followup ticket, correct? Sounds like the Periodic Update should be activating on a reopened ticket! I'd recommend contacting Zendesk support on this one...
From Defining and using SLA policies
- Periodic Update: If a ticket is reopened with an end user comment, nothing will happen. If a ticket is reopened, with or without an agent comment, the relevant Update metrics activate new targets.
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