Susan Maher
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Kristel, Using triggers to manipulate SLAs is akin to writing your own mini SLA system. I had to do that for my team because what Zendesk offers was not completely adequate for us and we were runn...
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Kristel, SLA is not based on Status but on Public Comments so you will always run the risk of breaching SLA regardless of the Status of the ticket. The way you are set up right now, you will not b...
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Andrew, There is a lengthy discussion in this thread https://support.zendesk.com/hc/en-us/articles/227164988 that may clarify your question.. I explain in there how we are using custom fields. H...
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Travis McClay - Below is the definition of the target. I hope it is legible.
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Sana, the way we work is that Severity determines Urgency of the issue while Priority determines order in which we work the issue once once it is determined it is a problem. Severity is set by the...
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We have a custom field called severity and base our SLAs on that field. We use Priority as a secondary field because it is there and does things automatically. The thing is that we have to set a ...
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Last night I was able to implement the suggestions in this article (and others) and I am able to add either a public or a private comment using the trigger. My case was on where during a process ...
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Since the order of the SLA policies matter to ensure they get applied to the correct ticket how can we reorder the Policies without deleting them and redefining. I am in the process of improving o...
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Explore is lacking the option for the user to organize their reporting environment. The more we work with it, the more difficult is to navigate through the mess. I have now instituted naming conv...
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We are trying to grow our customer usage of our online Guide so at this time most of our tickets are opened via email or phone. It is difficult for me to find a ticket that has events in the Sunsh...