Traian V

Hey everyone,

At this point the First Reply SLA target is being achieved only by a public agent comment - I understand that simply setting the status in Pending is not something that anyone would want since it might not be reflected to the user, however there's a specific scenario where I think the triggers should be able to pause it simply by changing the status and not require a public comment:
- there are at times bursts of tickets related to the same issue where we craft triggers to auto-reply and send some extra steps, gather more data, etc - these triggers are essentially sending an email and setting the ticket to Pending -> the SLA does not pause at this point and breaches for no good reason. The only workaround is to create a target that posts a public comment within the same trigger, it is however clumsy as various other triggers need to be adapted to this flow

- it would make sense to give this ability to a trigger to pause the SLA just by setting the status without a public comment

Thanks !

+1 we get tickets from slack, telegram, discord private groups/channels and need the ability to set the right Org in the trigger that matches the specific channel.

From my point of view this is a bug, it really defeats the purpose of a required field if one is allowed to close a ticket with empty value. Also it didn't use to be like that, I suppose this was introduced at the same time when the default drop-down was added in the ticket fields.

Hello,

I'm using Field changes time to show up the time spent by a ticket in various values of a custom field. Is there a way or plan to have this calculation on business hours ? Or any suggestion about how I could accomplish this ?

Thanks,

Traian

@... thanks, unfortunately On-hold doesn't pause the Requester Wait Time, that would mean to use the Agent Work Time as resolution time SLA. We have various escalation points and wanted to use on-hold time to track that (support works = open/new vs others = on-hold) rather than customising metrics on field changes which is not very robust in Explore.

Hello,

Our use case is rather simple but tied to a strict Requester Wait Time SLA. We need a custom status that would pause the SLA for the tickets waiting for a defect fix. I've tried various options nothing really viable because the requester wait time is really paused only by Pending.

Thanks,

Traian

+1

We also need this, the use case:

We have integrated Jira and Zendesk and want our customers to be able to track the linked Jira bugs through Zendesk without actually keeping the support tickets open.This would mean that we expose the linked bug and status in custom fields and sync them with Jira.

Keeping the Zendesk tickets opened until the bug will get implemented will break the SLAs so we need to be able to update the custom fields after the ticket was closed.