CCs and followers – Tickets replied to by a CC get no SLA


16 Comentários

  • Comentário oficial
    Scott Allison
    Zendesk Product Manager

    Hey Everyone. Thanks for your patience on this while we figured out a solution. I have some good news to share! This will now work, as long as you have the "Make email comments from CCed end users public" setting checked to on. (Default is off). This can be found in Tickets / Settings. Highlighted below in blue:

  • Cameron Christopher Dunn

    Seconded — I understand that another party who isn't on the ticket (perhaps the requester forwarded) would be flagged and might not reset the SLA, but internal notes from CCs who used Reply instead of Reply All keeps tickets at the very back of our queue.

  • Damien Messe

    We are having the same issue as we are sorting tickets by SLA.

    If you receive + 1000 tickets / day, those tickets will always stay at the back of the queue without any possibility to put them back in the queue with an SLA.


    Do you plan to do something for this ?

  • Ed Ball

    This still seems to be an issue. We have customers writing in from one address and using CC to include another of their addresses. When they reply or update the ticket from the CCd address it loses the SLA and is dropped to the bottom of the view. Without someone watching that for this to happen it will just sit at the bottom.

    This should be fixed.

  • Devan - Community Manager
    Zendesk Community Team

    Hello Ed Ball,

    So we would need a bit more information on how you have set this up. Could you share what SLA target you have configured and any other information on how you have this running on your end so we can troubleshoot this further for you?

    Best regards. 

  • Stephen Belleau

    Devan - Community Manager This is about the "Next Reply Time" SLA target which fails to update when a private comment is added to a ticket. It's problematic that CCed end-users who respond aren't counted as a public comment. I think Zack explained it quite clearly in the original post.

  • Nicole Saunders
    Zendesk Community Team

    Thanks for alerting us, Ed, and Stephen, thank you for clarifying for Devan. We'll share these comments with the appropriate product manager.

  • Nina Olding
    Zendesk Product Manager

    Hi all, thanks so much for your feedback. We don't currently have any plans to implement this in the near term, but we'll continue to evaluate and consider it as we prioritize our roadmap. Thanks again for raising this, it's always helpful to understand more detail from the community about how you're using Zendesk.

  • David Wa

    Zach Hanes +1, we're having the exact same issue and organise queues by SLA for the same reason. I'd be interested to hear how many others have a similar issue. Additionally, I cannot understand why Zendesk doesn't support any other options to sort a queue if your workflow is based on first in, first out. 

  • Ilya Gook

    +1, honestly, treating such comments as internal notes and not public comments looks like a real crutch to me

  • Mark Leci

    This has also been a significant problem for us since changing to the new agent experience. We weren't aware of it up front as a limitation, which is unfortunate but since our priorities and metrics are based on the next reply SLA, this has definitely caused some issues. We've attempted to manage this by having a single point of contact on tickets but this is just not practical in many cases. There's a number of options that would work for us to address this: 

    • Allow a ticket comment to be public if the cc is a registered user/is added to the ticket by an agent/is part of the same organization
    • Allow internal comments from ccd users to trigger SLAs 
    • Allow ZD admins the ability to set up a trigger that would apply either of the above actions (so it would not necessarily have to be global) 
  • Nicky Clark

    We have this issue even when the CC'd user is included in the ticket CCs and their comment comes in as a valid public reply. 

    Only responses from the original requester are accounted for in SLAs and the 'Last updated by requester' metric. There doesn't appear to be any metric we can use to properly sort our views based on the time passed since the most recent response from an external party. 

    This is especially problematic with large organisations who very commonly CC in several people on each ticket, and different people will reply as needed. It's something we're really struggling with for ensuring tickets are being prioritised effectively and clients aren't sitting at the bottom of the queue. 

  • Ilya Gook

    BTW this is the best workaround we've managed to find so far: Creating a notification to identify tickets that are stuck at the back of the queue due to no SLA being applied

  • Charlie

    This specific issue, and more broadly, the absurdly challenging (maybe impossible) task of trying to ensure that all of our open tickets get SLA targets, is forcing me to advocate for a change of support platform for our company. SLAs should be a central feature - why are they treated like an afterthought?

  • Charlie

    Hi Scott Allison,


    Thanks for looking into this. There's still one case that's not accounted for: when an end user who was not part of the original conversation (i.e. wasn't the requester and wasn't cc'd, but was forwarded the ticket thread separately) responds on the ticket thread, their comment populates as an internal note. This is true whether or not the "Make email comments from CCed end users public" setting is checked. Can we please add an option to change this behavior? We need all end user comments to be public replies in order for our SLA policies to work.




  • Scott Allison
    Zendesk Product Manager

    Thanks Charlie, you're right. Our fix doesn't address that behaviour. We're looking into that and whether it makes sense to count that in the same way. I'd be interested to hear what others think of that.


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