SLA based on internal notes


40 댓글

  • Meg Gunther

    Scott Allison, Is there any update on this progress of this?

  • Scott Allison
    Zendesk Product Manager

    Meg Gunther We're actively working on SLAs right now. I don't have a more specific timeline I can share right now but these improvements will start launching in the first half of next year.  

  • Krista Zaloudek

    Scott Allison We are really excited to hear more about the capabilities that you are developing as our organization additionally has several reassignment workflows within our internal teams each with different desired SLAs. We'd love the ability to prioritize the SLA targets within an SLA policy, be able to reassign with ease and be able to have internal notes or public comments start SLAs for internal teams. If there is any way to share more about what features might be included in the release that you are mentioning as well as any guidance on timeframes, this would be really helpful!

  • Denise Sehlmeyer

    Scott Allison Any update on this?  I have the same Question as Krista above, are you able to share SLA features that are upcoming and the timeframes of them?

  • Scott Allison
    Zendesk Product Manager

    Originally posted in 2022...

    Thanks everyone for your patience and support! Last year I provided an update that SLAs were a top priority, and we had plans for a number of enhancements. I can confirm that work is in progress, and the very first customer facing change has rolled out: an easier way to see upcoming SLA breaches.

    The next big change will be the ability to apply "Group SLAs" on tickets as well as SLAs. That will be available to early adopters in Q4 and be generally available in Q1. After that, we'll deliver alerts on SLAs in near real-time instead of once an hour for Automations. 

    We do plan to address this request as well, at some point in 2023. If this is functionality you cannot wait for I'd encourage you to check out one of our partners, Cloudset, who offer this kind of functionality today.

  • Maik Künnemann

    Hi Scott Allison 

    The last 3 years it was possible to activate a SLA with a ticket update via API and a empty end user comment body:

    "ticket": {
    "comment": {
    "body": "",
    "author_id": 376666831978,
    "public": true

    Since july 29 nothing happens anymore. Before the change, the SLA was started with such API request. See this screenshot:


    We used this workflow for quite different cases, e.g.
    - Starting the SLA for proactive tickets
    - Starting the SLA after adding internal comments
    - Restarting the SLA because only one public comment was sent as an intermediate message, but a follow-up message must be sent to the customer within a new SLA.

    All these cases were realized with a trigger + webhook + the API call above.

    So we have to know why was this changed? What are the new workarounds to realize the cases shown?

  • Nathan Cassella

    The last update was in September.

    This needs to be fixed.

    I have a triage group that assigns tickets to the general queue in a FIFO, which can be overridden by priority.

    My agents need to see the SLAs on these tickets, and I need to report on them.

    This is a relatively easy change; have the first-time response to measure when an agent added a public comment onto the ticket for the first time, regardless of how it was created.

  • Scott Allison
    Zendesk Product Manager

    Thank you everyone for your continued interest in this. I'd like to provide you with an update.

    We recently launched two enhancements to our SLA capabilities, introducing more targets and giving you more options to put targets on your workflow:

    1. Group SLAs
    2. Total Resolution Time

    Coming in Q3 will be the ability to apply reply-time metrics to Chat and Messaging conversations.

    Our final release of the year will deliver the ability to customize what activates and fulfills SLA metrics. This will plug common gaps right now where reply time metrics don't get applied to a ticket, as well as the ability to fulfill an SLA metric with an internal note, instead of a public reply. I'll update this thread again with more specifics as we get closer to launch. 

  • Jacob the Moderator
    Community Moderator
    Zendesk Luminary

    Scott Allison and Scott Allison

    Really looking forward to those future releases, especially that last one, I'm doing some pretty elaborate tricks to get visibility on our SLA blind spots.

  • Scott Allison
    Zendesk Product Manager

    Thanks for your continued interest in this capability! I want to provide an update on our progress here after my last update a few months ago. We plan to deliver the ability to customize what activates and fulfills SLA metrics. This will plug common gaps right now where reply time metrics don't get applied to a ticket, as well as the ability to fulfill an SLA metric with an internal note, instead of a public reply.

    This is still something we plan to work on but it's been delayed and unfortunately won't be released this year. We now expect to release this during the first half of next year. There may be an EAP in Q1, so if that is the case I will post here about it. 

    I'm disappointed we didn't get this done in Q4, but I do want to highlight an alternative which may be a suitable stop gap in some situations.

    Earlier this year we launched Group SLAs (available to Enterprise plans). The Group Ownership Time target only takes account of two things for measurement. The group assignment and the ticket status. It's not looking at comments at all, whether private or public. More about Group SLAs here. We also just announced an enhancement to Group SLAs meaning you can now specify more conditions in the policy definition, giving you a lot more flexibility on when to apply a Group SLA. Read the announcement.

    We also made some other enhancements to SLAs this year, launching a new SLA metric, Total Resolution Time and also bringing reply-time SLAs to Messaging.

    We have other enhancements planned for 2024, and I'll continue to keep you posted. Thanks again for the feedback, it's truly appreciated.


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