We're trying to adopt Play Mode for our team, and I'm running into trouble around tickets that need to be set to Pending, and tickets that are waiting for an Internal Note. I'm hoping someone has advice on how we can use the existing SLAs to get what we're looking for!
The goal is to get a single View that sorts tickets by closest SLA breach, with each ticket getting a response within 24 hours. This is very simple for new tickets, or tickets updated by the Requester - just a 24-hour SLA for First Reply Time and Next Reply Time.
Where we run into trouble is that some tickets need to be replied to with a link that directs the Requester to one of our company pages, where they can submit information that can't be processed through ZenDesk (like updating their credit card). Once they do that, we receive an Internal Note, and we'd like to follow-up with the Requester to confirm that everything went through - but no SLA appears on the ticket, since the Requester hasn't updated it.
We have a similar issue with Pending tickets. If we're waiting for the Requester to respond, there are certain cases where we set the ticket to Pending. If they don't reply, the ticket will re-open in 24 hours - but again with no SLA, meaning it'll fall to the bottom of our Play Mode.
Is there a way to use the existing SLA options to create a view where, absent a response from the Requester, these re-opened tickets will have some kind of SLA timer? Thank you very much!