Feature request: Reporting on SLA's within Side Conversations.
Hi!
I am currently faced with the following use case: I want to be able to report on the time it takes for someone to get back to my team via a side conversation to measure internal SLA targets that are defined for them. Basically, we ask a question internally, they need to respond within a certain timeframe to meet that SLA. Is that something we could do in Explore in the future? Or alternatively, is there a creative workaround we can make with triggers and tags?
Thanks!
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Hi Mark de Leeuw. This is currently doable internally if you use Child Ticket Side Conversations. Child tickets created in this way have a new "side conversation" channel type, which allow SLA and reporting conditions based on the channel. This works great if you're working with other team groups in your Zendesk instance to get work done.
For email and Slack side conversations, we currently don't have a way to get that data into Explore for reporting or for SLAs. We'd like to add those capabilities in the future when some other pieces of groundwork are laid, but there are no timelines I can share at this point.
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Thanks Toby. The problem is I need Email specifically. Ill wait patiently!
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