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Apply First Reply Time SLA to Tickets Created from Talk Voicemails

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已于 2020年12月30日 发布

Right now, tickets created from Talk voicemails do not have the First Reply Time SLA target applied because they lack an initial public comment.  However, a voicemail left by the customer is essentially a "public comment" in that it is the initial ticket request directly from the customer (just via a different channel).

Our company's new customer service policy states that we will provide a human response within 2 business hours to tickets opened by customers, regardless of the channel (email, widget, or voicemail).  We really need Zendesk's SLA logic to apply the First Reply Time target to tickets created by voicemails.  Otherwise, they will be missed, and we will be on the hook for missed SLAs with our customers.


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Having run into this same limitation of Zendesk - I've found a kludgy workaround:

- create a new SLA policy that targets channel voicemail, and applies only if a specific tag (hasInitialResponse) is not present. This SLA measures Requester Wait Time (which does apply to tickets created from Talk voicemails.)

- create a trigger that adds the hasInitialResponse tag to any ticket that has a public comment.

Effectively this means that the voicemail SLA will track (and be in violation) if there is no comment before the SLA period. Once someone comments (which is effectively a First Reply), the voicemail SLA will not apply, and regular SLAs will, but they will work effectively now.

I'm sure this will break reporting and other things, and its a bit of a fragile hack, so definitely still need Zendesk to fix this limitation.

 

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Thanks for posting this workaround, Steve!

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Done!

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This is amazing, thank you Steve! Our company is setting SLAs around missed VMs and this work around works just as you described. This is definitely a blind spot Zendesk should fix so we can include it in our reporting on Explore.  

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Hi Steve,

This is something I'm trying to do for missed chats & missed calls. Do you have any screenshots of the trigger/SLA set up so I can see how it is set up? I have set up both a trigger and SLA and for some reason it doesn't seem to be working. Thank you!

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Sure:

And the trigger:

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We have different (but similar) SLA policy for non-premium support voicemail.

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We have followed these directions to a T and still cannot seem to get this SLA to function as described. Anyone else have difficulties with this?

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Hi Josh, and welcome to the community! There are some SLA troubleshooting tips here, can you give these a try? How can I troubleshoot common SLA issues?

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Josh Rogers, I've found that it won't work if you have the voicemails set to an internal note. I don't know if that is your case, but suspect it could be.

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@... thanks for the article recommendation. Took a spin through and none of the use cases seem to be applicable. What's really odd is that the SLA Policy shows as applying to the ticket

But no SLA presents in the queue for measurement

Justin Worley can you point me in the direction of an article on your thoughts? I do not think these are set as a private comment but would like to confirm and potentially troubleshoot.

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Josh Rogers From your screenshot, it does look you are using the public setting; so, never mind my previous comment. As an FYI, it is possible to have them be internal (yellow background) instead.

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Hey there!  Unfortunately, the work around that Steve provided is not working for me either - Similar the issues Josh mentioned above.  

This is an essential function of our service that goes often missed by our team members due to not having an SLA time so it would be amazing to have SLA apply here. 

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Scott Allison

Zendesk Product Manager

I'm the Product Manager for our SLA feature set. Thank you everyone for your feedback, this is really appreciated. This year, we do have a plan to introduce the ability to configure exactly how your SLA targets get activated or fulfilled. One of the use cases we want to meet is tickets created by an agent on behalf of an end user. This is very similar to the voicemail use case, so it's possible we may solve this too. We'll do some investigation here and I will update this thread once we know the outcome of that. Thanks again and please do continue to upvote this or comment with your feedback.

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Aaron Doane

Zendesk Luminary

Thank you for your attention to this. We are currently implementing Talk and trying to navigate this exact hurdle. 

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We need this too. Mainly voicemails. If a VM is left and agents are working on tickets based on SLAs, those VM ticket sit waiting as they get a solve SLA vs first reply. @... 

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Scott Allison any update on this? @...  (for some reason there are two of you in Zen)

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Scott Allison

Zendesk Product Manager

Zach Gilbert Thanks for the bump on this. We're working on this and a number of other enhancements which will give you the ability to customize the logic for how first reply time is activated and/or fulfilled. This will solve a number of needs including this one for voicemails. You can expect to see this in Q3. 

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Scott Allison

Zendesk Product Manager

I wanted to provide you all with an update here, and point you to a release that we started rolling out today that provides a solution for First Reply Time on voicemail tickets. 

 

We're introducing advanced settings to three of the SLA metric types, first reply time, next reply time and periodic update. These new settings are optional, and give you the ability to change the logic for when an SLA metric is activated or fulfilled, on an individual policy basis.

 

Once the rollout is complete, go to the Admin Center page for SLAs, select your policy, edit First Reply Time and then click on Advanced Settings. Then check the box next to “When any ticket is created for an end user with an internal note”. Any new voicemail tickets will then have FRT applied. 


This is what it looks like on a ticket:
 


Read more in the announcement here:

 

https://support.zendesk.com/hc/en-us/articles/7411959450778-Announcing-advanced-SLA-configuration-settings

 

 

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It looks like the ability to add SLA's for Voicemails based on that internal note was just deleted by Zendesk. It's imperative that our team has this availability on all of our VM tickets.  Is there a work around knowing that you took out the following things from advanced settings?

- First reply start settings:When any ticket is created for an end user with an internal note 
- First reply end settings:When an agent adds an internal note to a ticket 
- Next reply start settings: When any end user replies to a ticket and that reply is added as an internal note 
- Next reply end settings:When an agent that is not the requester adds an internal note following activation 
- Periodic update start settings: When an agent adds an internal note reply 

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Scott Allison The instructions you've notated above “edit First Reply Time and then click on Advanced Settings. Then check the box next to “When any ticket is created for an end user with an internal note”. Any new voicemail tickets will then have FRT applied. ” is not available. Can you please advise ZenDesk's new recommendation?

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Scott Allison 
How come you removed this function and why are you not replying to how we can get this to work again?

Are you all just busy trying to make money on AI tools and just ignoring basic functions? I feel like any time I'm struggling with some functions I find that it's been requested for years (4 years in this case), with nothing being done about it. Often with several updates that “you're working on it”. I'm surprised you're peddling AI so much and so fast considering how long it's been taking for any other features to be fixed.

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Shawna James

Community Product Feedback Specialist

Hi all, thank you for your continued feedback in this area. If you are having trouble configuring this new feature to your instance please reach out to our customer care team who would be happy to assist you! Please also continue to refer to this updated documentation about what elements of this feature are presently available. We appreciate that the current released solution may not be meeting 100% of your use case and needs and the frusturation that may cause. To that end we appreciate you sharing any further feedback on this area in a new post in our product feedback so that we may better understand what trouble you are facing. Thank you again for being a Zendesk customer and sharing your insights with us!

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Shawna James 
Way to miss the mark. You're asking us to contact customer care team to help configure a setting that you have removed without explanation and no estimated timeline on when it will be back.

And yes, I've looked at the other page, there's no details about this there either. Stop messing with your customers! Why should we create new posts for an issue that was reported 4½ years ago when it's asking for the exact same thing. To be able to have SLA on voicemails. A feature that you added 4 years later and then removed again only a couple of months after it was added?

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