Ollie Laver

Hi, 

Our office hours are Monday to Friday and therefore our Monday's are always a lot busier than Tues-Fri due to the weekend backlog of tickets. 

The vest majority of our breached SLA tickets happen on a Monday as a result. 

Ideally I want different SLA targets for a Monday to reflect the higher volume of work we have to get through. 

Can anyone advise the best workaround to achieve this?

@... Hi Sean, just reaching out for an update on this thread.  

Are you able say what Q this update will implemented? And do you have any suggested workarounds for now? 

Does the “next time reply” timer still run if we don't reply to the customers latest correspondance but pend a ticket straight away? 

Barry Neary Are you able say what Q this update will implemented? And do you have any suggested workarounds for now? 

Currently,  if a customer leaves a voice message or abandons a call, Zendesk determines that the call has ended and removes it from the omnichannel routing queue.  This means that voicemail and abandoned call tickets do not get auto assigned to agents and have to be manually monitored and manually assigned instead. 

It would be much better if these tickets remained in the omnichannel routing queue and auto assigned to agents.