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Functionality to pause an SLA
已于 2017年12月12日 发布
Hi team,
Imagine that I have an SLA policy that requires first reply in 30 minutes and updates every 1 hour following that.
Very often, customers will write in with an urgent issue and request a screen sharing session right away. Our first reply is either to get quick initial info, or to simply send them our screen sharing link and ask them to get on the call with us.
These initial responses will satisfy our first reply SLA, but we run into problems when dealing with the 1 hour updates as we might be on the phone call with the customer for over an hour. This means that we are actively engaged with this customer providing them support, but zendesk is only tracking ticket updates, which an agent is not expected to submit while they are talking on the phone to the person who filed the ticket.
I understand that "Pausible update" is available, but this only allows me to pause an SLA when the ticket is pending. We use the Pending state as "we are waiting for the customer to respond", and being on a phone call with them working through an active troubleshooting session is not appropriate for the Pending state.
What I need is a way to pause an SLA while we are on the call that is not: setting it to Pending while on the phone, having it removed from our Open investigation queue, then setting back to Open and replying, then setting back to Pending, and so on.
Most of our SLA breaches are incorrect and are due to this type of reporting failure, and should not be considered real breaches.
I tried to work around this with a checkbox ticket field titled "Currently on a call" that an agent would check when they are on the phone with a customer and would apply an "on_a_call" tag to the ticket and our SLA policies exclude tickets that contain that tag, however this does not actually pause the SLA timer, it just deactivates the SLA and then reapplies the SLA from the previous reply time.
This means that if you are on a call with the checkbox checked for an hour and a half, then end the call and uncheck the box, the SLA will be reapplied and instantly breach as you are 30 mins past the last reply time.
Simply adding "on-hold" to be included in the pausible updates would be a solution, or something more involved where there is an actual option in a ticket to deliberately pause an SLA.
Thank you for your consideration.
Andrew Goetz
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63 条评论
Chris Akans
Beyond excited and surprised to be finding myself on this page the day after a major product announcement on the topic from Zendesk! Thank you!
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Scott Allison
[This comment originally posted in April 2022]
Thanks everyone for your patience and support! Last year I provided an update that SLAs were a top priority, and we had plans for a number of enhancements. I can confirm that work is in progress, and the very first customer facing change has rolled out: an easier way to see upcoming SLA breaches.
The next big change will be the ability to apply "Group SLAs" on tickets as well as SLAs. That will be available to early adopters in Q4 and be generally available in Q1. After that, we'll deliver alerts on SLAs in near real-time instead of once an hour for Automations.
We do plan to address this request as well, at some point in H1 2023. If this is functionality you cannot wait for I'd encourage you to check out one of our partners, Cloudset, who offer this kind of functionality today.
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Sylvain Buttazzoni
Hi 1263792617430, What is the status of these SLA?
Thank you in advance for your feedback!
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Richard Pixel
Hello I´m joining this thread as we are having the same issue (as described in the original topic).
I believe you would be able to add a checkbox with few items to each SLA setting.
They could include items as "Pause when on-hold" , "Pause when pending" , "Pause when reply is received from end-user" etc.
Everyone could then setup what they need.
Zendesk is a tool for professionals, and should have much more editing options for us admins.
Thank you for hearing me out.
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Sylvain Buttazzoni
Hello,
when will it be possible to pause SLA? Each workflow is different from one company to another, and this absence is very constraining.
In the meantime, why not create a new SLA policy including only the Open status?
Thanks in advance for your feedback
1
Scott Allison
1263213711309 I appreciate you taking the time to share your concerns and understand your frustration. With so many requests and possibilities for SLA improvements, we have to make decisions on what we can prioritize with the resources we have available. That being said, we now have a Product Manager (that's me!) and an engineering team dedicated to working on a number of SLA enhancements.
I'm excited to share that some of those enhancements include the following:
SLA full resolution time and impending breach color change
SLA based on internal notes
SLA Alerting in Minutes
I hope this gives you a better understanding of what my team is focusing on and please do continue to share feedback with us!
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Tahir Mushtaq
This was initially flagged in 2017. It is now the end of 2021. You say improvements like this one are on your roadmap "for the next 9 months".
Why are Zendesk so slow at listening to their customers?
Maybe you need to remove the Zen from Zendesk?
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Scott Allison
1265161620950 I wanted to provide a quick update since you probably had seen my earlier comment. It's a big priority of ours to update our SLA related capabilities, and the good news is we now have a team working on just that. Improvements like this one is on our roadmap for the next 9 months.
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Jennire Araque
Hello, any traction on this update to the SLA functionality?
It has been 3 years since we got the response that this was not a priority.
Similar situation as the comments above where on-hold is used when tickets are with development or with a vendor and do not need frequent updates to the client.
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Aaron Elliott
Cheers for the update Scott. Would be great to get some movement on this one.
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