Kellie Hay

Scott Allison Can you please provide an update on the expected release of SLA metrics, "including the ability to make sure reply time SLAs apply to agent-created tickets."

This is continuing to be an issue for us. We currently use first & next reply time & agent work time SLAs on all of our tickets. However without the ability for first & next reply time SLAs to apply to agent created tickets, this is causing big issues in our workflow with urgent tickets falling to the bottom of the queue. 

Please advise what development is being worked on and when the release is expected. I am open to suggestions for possible work arounds in the interim. 

We have experienced the same issue with our First & Next Reply time SLAs not applying to tickets that fall into this category. I believe the recent ticket conversation update may have effected this. This is only something we have noticed since the update, with more tickets being flagged as internal when they are public replies. The end user CC'd has replied directly to our agent and not all those included in the conversation. We have turned on the setting Make email comments from CCed end users public (not recommended) to try and resolve the issue. I can't say that it has 100% resolved the issue as we have only done this today. Would love to hear if there are other solutions. 

It would be very beneficial if ZenDesk could add a function to recall a ticket sent by email in error by an agent. While this is not a frequent occurrence, it does happen occasionally and a quick fix like “recall message” would be very helpful. 

PROS

Summary

Works well with shorter ticket threads that are less complex and have fewer CCs 

Language

- Great tool for those who struggle with a customer centric language 

- Good when macros are not suitable and a unique response specific to the customer is required  

- Improves response structure 

CONS

Language

- Some suggestions can be too casual or too formal and therefore don't quite suit the tone of the conversation

- There can be repeated sentiment in the sentence structures

Summary

- Misses some vital parts of the ticket 
- Continuously creates summary of entire ticket not just the most recent response 
- The longer the ticket the more inaccurate the summary, making it unclear the action required. Due to this the agent is still required to read the entire ticket before determining what action to take.
- On complex/longer tickets with side conversations, CCs & BCCs it does not consistently correctly identify the customer

- Not a feature for side conversations