Steve Francis

Done!

I posted a bit of a hack/workaround https://support.zendesk.com/hc/en-us/community/posts/1500000091901-Apply-First-Reply-Time-SLA-to-Tickets-Created-from-Talk-Voicemails?page=1#community_comment_1260803915429

Having run into this same limitation of Zendesk - I've found a kludgy workaround:

- create a new SLA policy that targets channel voicemail, and applies only if a specific tag (hasInitialResponse) is not present. This SLA measures Requester Wait Time (which does apply to tickets created from Talk voicemails.)

- create a trigger that adds the hasInitialResponse tag to any ticket that has a public comment.

Effectively this means that the voicemail SLA will track (and be in violation) if there is no comment before the SLA period. Once someone comments (which is effectively a First Reply), the voicemail SLA will not apply, and regular SLAs will, but they will work effectively now.

I'm sure this will break reporting and other things, and its a bit of a fragile hack, so definitely still need Zendesk to fix this limitation.

Even the ability to run a trigger that matches on IVR options selected would be great. e.g. if a customer says "Press 1 to make this a priority ticket". Right now I can't run a trigger to change the priority based on this...

I added a custom field with the priority values I want customers to see (P1, P2, P3, P4, etc) then added triggers to make the custom field values into priority values. So P1 sets priority to Urgent, etc.