Tom Metz

Right now, tickets created from Talk voicemails do not have the First Reply Time SLA target applied because they lack an initial public comment.  However, a voicemail left by the customer is essentially a "public comment" in that it is the initial ticket request directly from the customer (just via a different channel).

Our company's new customer service policy states that we will provide a human response within 2 business hours to tickets opened by customers, regardless of the channel (email, widget, or voicemail).  We really need Zendesk's SLA logic to apply the First Reply Time target to tickets created by voicemails.  Otherwise, they will be missed, and we will be on the hook for missed SLAs with our customers.