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Nate Crumback

Adhésion le 16 oct. 2021

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Dernière activité le 16 oct. 2021

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Publication Feedback - Ticketing system (Support)

Feature Request Summary: 

Zendesk support should have a yellow SLA badge to indicate tickets that are nearing a breach of SLA ("caution", the SLA is about to breach)

Description/Use Cases: 

A support team can be busy with the day-to-day ticket volume and support inquiries and just as yellow means "caution" on a stoplight so can a yellow SLA badge. Visually, this would be more easily identifiable than a green badge with "6h" that blends in with the other green badges that might be "10d".

Business impact of limitation or missing feature:

No significant impact and more a "like to have" versus a "must-have". 

Other necessary information or resources:

Publication le 03 août 2021 · Nate Crumback

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Nate Crumback a ajouté un commentaire,

CommentaireMeasuring success

Hi ZD Community,

Apologies if this was asked or proposed already but would it be possible to add a third color for the SLA badges?

For example, it would be great to have the SLA badge turn yellow when it's getting closer to breaching.  Ideally, Admins can choose when the badge would turn yellow (48, 24, or 12 hrs, etc. until breaching). 

Visually, this would help Support agents identify pending breaches a little better than just the green and red badges. 

Thanks! 

Afficher le commentaire · Publication le 02 août 2021 · Nate Crumback

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