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SLA First Reply Time & Next Reply Time
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Publicado 11 de jun. de 2021
For clarification, I've created an SLA Policy and included two targets First Reply Time and Next Reply Time. Both are under Normal priority and have the same time duration (16h business).
With the requester's first comments, the policy will only run on the First Reply Time. So the SLA is timing that. Correct?
If the agent responds and then the customer responds again, the Next Reply Time Target will then activate, correct? Since the First Reply Time only measures the time between the first public comment of the requester until the first public comment of the agent.
I just want to make sure that including two targets like this won't cause the SLA policy to become inactive.
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2 comentários
Chandra Robrock
That's absolutely correct, Alex!
A First Time Response SLA target will be applied to a ticket after the end user's very first comment. Once an agent replies, all further end user comments on that ticket will trigger a Next Response SLA target.
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Alex Hooper
Great! Thank you for confirming that.
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