Thanks for your continued interest in this capability! I want to provide an update on our progress here after my last update a few months ago. We plan to deliver the ability to customize what activates and fulfills SLA metrics. This will plug common gaps right now where reply time metrics don't get applied to a ticket, as well as the ability to fulfill an SLA metric with an internal note, instead of a public reply.

This is still something we plan to work on but it's been delayed and unfortunately won't be released this year. We now expect to release this during the first half of next year. There may be an EAP in Q1, so if that is the case I will post here about it.

I'm disappointed we didn't get this done in Q4, but I do want to highlight an alternative which may be a suitable stop gap in some situations.

Earlier this year we launched Group SLAs (available to Enterprise plans). The Group Ownership Time target only takes account of two things for measurement. The group assignment and the ticket status. It's not looking at comments at all, whether private or public. More about Group SLAs here. We also just announced an enhancement to Group SLAs meaning you can now specify more conditions in the policy definition, giving you a lot more flexibility on when to apply a Group SLA. Read the announcement.

We also made some other enhancements to SLAs this year, launching a new SLA metric, Total Resolution Time and also bringing reply-time SLAs to Messaging.

We have other enhancements planned for 2024, and I'll continue to keep you posted. Thanks again for the feedback, it's truly appreciated.

SLA based on internal notes

48 条评论

找不到所需的内容？