SLA full resolution time and impending breach color change.

17 コメント

  • 正式なコメント
    Scott Allison
    Zendesk Product Manager

    Hi Everyone!

    Thanks for all your comments and input. I'm a new Product Manager here at Zendesk, and one of our priorities for the year is to improve our SLA functionality and both of these ideas are things we are considering. Thanks for your patience, and continued feedback! We truly appreciate it.

  • Nicole Saunders
    Zendesk Community Team

    Thanks for the feedback, Collin! 

  • Matthew Spratling

    We also require a Full resolution time that doesn't get affected by open, pending or hold statuses. 

    Just a start to finish SLA with no pauses until the ticket is solved/closed.


  • The Home Depot Inc

    Has there been any update on this request? This seems to be an important ask for the teams using Zen Desk as their ticketing portal.

  • Kristen Mirenda

    Hi @Ajay! We definitely hear these requests, but they are not specifically planned at this time.

  • Ashish Sharma

    This would be so useful for us to have both suggested changes implemented. 

  • Shane A. White

    I am pretty surprised that "Full Resolution SLA" does not already exist. Please consider adding this to your roadmap ASAP.

  • Traian Vila


  • Tobias Hermanns

    Also wish yellow color, as Warning for SLA!

  • Nadia Tosheva

    Really surprised we cannot set Resolution SLA targets!

    This is such an obvious metric that's key to most contractual SLAs and should be available and should also be set for different segments (e.g. custom ticket types, client type, etc)

    How soon is this on the roadmap?

  • Donato Dileo

    Hi, is there any news?

  • Nicole Saunders
    Zendesk Community Team

    Hi Donato, 

    No news. SLAs are not an area of focus for development at this time.

  • Samuel Donovan

    Hi Zendesk Team - We would also like this metric added.



  • Molly Katolas

    I, too, received feedback from my agents that a color change for their SLA timer would be helpful when it gets to a certain point.

  • Taylor Wilson

    +1 for the ability to add yellow as a sla time color and the ability to configure when the color change happens.

  • Ayal Kellman

    +1 for a full resolution time SLA. Is anyone familiar with any workarounds? 

  • Ciprian Atomulesei

    +1 for the ability to add yellow as a SLA time color and the ability to configure when the color change occurs.



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