Phone Calls and SLA

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  • Stephen Fusco
    Zendesk team member

    Hello Travis, 

    Unfortunately, there is no way to have an outbound call considered a "response" on a ticket. The First Reply Time, Next Reply Time, and Periodic Update are only fulfilled by public agent comments on a ticket. 

    The best thing to do in this case is to instruct your agents to add a public comment on the ticket after they've made an outbound call so that it'll fulfill the SLA. This can be a good opportunity to send the customer a recap of the phone conversation or just to thank them for taking the time to talk on the phone. 

     

     

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