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SLA Alerting in Minutes
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投稿日時：2015年9月01日
Currently, the smallest breach you can set up to be alerted is coming up, is an hour. Everyone I've talked to who uses Zendesk deeply and desperately needs this to be a much much more granular time set. Many of us have critical priorities of MUCH less than an hour. This renders SLA breach alerts completely useless on the most critical of our tickets.
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94件のコメント
Tony Brisciani
Yeah, not really what people have been waiting nearly 10 years for mate.
You guys need to do better.
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Heather Rommel
Hi Scott Allison We'd love to hear from you on this when you get a moment :D
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Jennifer Morris
@Scott Allison, how is this progressing? I need a more granular time for reporting and sending automation emails for the SLA breaches. I still only see options for 1-hour increments in the automation menu. I need to let the agent know 30 minutes after a ticket is created if it has not been responded to. We are onboarding a new company and they require even more strict guidelines for SLA notifications. I see that we can change the SLA times to minutes but what good is that without a notification vehicle to let the agent and their leads know the SLA is in danger of or is breached? This is critical.
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Jon S
+1 for needing faster SLA automations. Not every business operates on a 48-hour FRT SLA like it did a decade ago when this article was published.
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