Filter view SLA metrics
RéponduHi,
Is there any workaround to create views based on SLA metrics?
Or conditions to add tags to tickets with SLA metrics?
Or anything that can be filtered in Zendesk support to identify which tickets is closed to be breached and which metric if Reply time or Solved time?
Any workaround?
I was thinking to add a tag when agent replied to a ticket and remove it when customer reply. In this way we can filter with all tickets that still need a reply and attention from us.
How would be that possible?
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Hi Gerardo,
You can create views for tickets that breached or about to breach SLA and see how much time, passed/left since/until the breach. However, you need to open the ticket to see which SLA metric.
Here is an example of a view that I set up for all my clients:
There is a comprehensive guide to available resources regarding SLAs here including best practices and step by step implementation ideas.
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