David Green

Why does Zendesk think that a good UX solution to the situation of their customers wanting to extract a list of current Agents (or users,) is to force us to use an API or configure an add-on function just to be able to do something which should be a simple 10 second task of filtering an on screen list and hitting a button to export to csv? (or even cutting and pasting from the screen)?

Thanks for the help Stephen - using the Severity custom field as a condition to set up a separate SLA Policy for each of the Custom Severity levels was the piece I was missing. That should be enough to do what we need (unless I run into anything else that can't be triggered out of a custom field)

I still think Zendesk should consider adding a standard field for Severity given it is such a key concept in most SLAs (with full and somewhat ironic acknowledgement that this makes me one of those end users that we support folk all enjoy dealing with who say things along the lines of 'well I think it should work this way').

When just about every organisation manages their SLA responses by Severity, why does the SLA feature in Zendesk only allow us to define response targets based on the field that is called 'Priority' and the name of which can't be edited?

(even Zendesk apparently use Severity according to this link:https://support.zendesk.com/hc/en-us/articles/360051310494-Incident-Management-part-2-How-Zendesk-manages-service-incidents)

Any chance of Zendesk making a change so we could just be allowed to edit the name of the Priority system field to Severity (or select cutom fields as the basis for response targets in which case a custom field called Severity would be an easy solution)

Our end-users get confused when we ask them to select the priority that matches their incident severity. 

Thanks