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Track internal request views SLA by percentage of success
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Publication le 28 févr. 2024
Is there a way to track one view SLA's (internal requests) by percentage of success
meaning that we respond back to those tickets in the internal request view within 12-24 hours or receipt
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Brandon Tidd
Hey Gabi -
That depends on your definition of the word "internal"). If your requesters are outside of the agent population, even if they work for your company they will be considered to Zendesk 'end-users' and normal SLA policies will apply. If they are agent-submitted requests, it gets more difficult.
On the Enterprise Plan, you could establish Group SLAs. Barring that, you could also look at the First Reply Time Brackets (Business Hours) Attribute in the Updates History Dataset in Explore.
Should you need to go deeper than that SweetHawk has an SLA Timer that allows you to put a custom SLA on just about anything in Zendesk. Hope this helps!
Brandon
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Stephan Marzi
Nothing to add! Great Job Brandon!
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