We are starting to use Zendesk these days and we are looking for intersting SLAs and metrics.
We are integrating our level 2 and 3 external support services into Zendesk. When we need some service from them, we assign ticket to a support group and leave tickets on open status while external provider is working. By using a trigger, we are notifying our external providers about the work to do (by using email or integration with their ticketing systems). After their work is done, they send us a private comment notifying it (they are light agents).
We would like to track OLA agreements whit our providers (this is, the SLA between our Level 1 and external services). Because of that we would like to measure:
- Time elapsed from the assignment to a group (or time elapsed from the 'Open' status setting) to the first private comment made from the level 2 or 3 first private message. This is representing the L2 or L3 first response time.
- Time elapsed from the assignment to a group (or time elapsed from the 'Open' status setting) to the last private comment made from the level 2 or 3 first private message.This is representing the L2 or L3 resolution time.
Por favor, entrar para comentar.