SLA based on internal notes

1263792617430 and 1263082331829

Really looking forward to those future releases, especially that last one, I'm doing some pretty elaborate tricks to get visibility on our SLA blind spots.

Thank you everyone for your continued interest in this. I'd like to provide you with an update.

We recently launched two enhancements to our SLA capabilities, introducing more targets and giving you more options to put targets on your workflow:

1. Group SLAs
2. Total Resolution Time

Coming in Q3 will be the ability to apply reply-time metrics to Chat and Messaging conversations.

Our final release of the year will 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. I'll update this thread again with more specifics as we get closer to launch. 

The last update was in September.

This needs to be fixed.

I have a triage group that assigns tickets to the general queue in a FIFO, which can be overridden by priority.

My agents need to see the SLAs on these tickets, and I need to report on them.

This is a relatively easy change; have the first-time response to measure when an agent added a public comment onto the ticket for the first time, regardless of how it was created.

Hi 1263792617430 

The last 3 years it was possible to activate a SLA with a ticket update via API and a empty end user comment body:

{
"ticket": {
"comment": {
"body": "",
"author_id": 376666831978,
"public": true
}
}
}

Since july 29 nothing happens anymore. Before the change, the SLA was started with such API request. See this screenshot:

We used this workflow for quite different cases, e.g.
- Starting the SLA for proactive tickets
- Starting the SLA after adding internal comments
- Restarting the SLA because only one public comment was sent as an intermediate message, but a follow-up message must be sent to the customer within a new SLA.

All these cases were realized with a trigger + webhook + the API call above.

So we have to know why was this changed? What are the new workarounds to realize the cases shown?

Originally posted in 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 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.

1263792617430 Any update on this?  I have the same Question as Krista above, are you able to share SLA features that are upcoming and the timeframes of them?

1263792617430 We are really excited to hear more about the capabilities that you are developing as our organization additionally has several reassignment workflows within our internal teams each with different desired SLAs. We'd love the ability to prioritize the SLA targets within an SLA policy, be able to reassign with ease and be able to have internal notes or public comments start SLAs for internal teams. If there is any way to share more about what features might be included in the release that you are mentioning as well as any guidance on timeframes, this would be really helpful!

1901333218984 We're actively working on SLAs right now. I don't have a more specific timeline I can share right now but these improvements will start launching in the first half of next year.  

1263792617430, Is there any update on this progress of this?

Thank you everyone for your patience, I can share an update. The good news is we have kicked off engineering on a foundational project that will support many future enhancements to our SLA capabilities. Once we complete this first phase we'll start work on adding new features, expected sometime in Q4.

In the meantime, we have new documentation on how you can measure internal workflows using child tickets and SLAs. https://support.zendesk.com/hc/en-us/articles/4404111727514-Defining-OLA-policies-using-internal-SLAs-and-child-ticket-side-conversations

While this does require a child ticket for each step, we do also plan to support reassignment workflows too. This is where a ticket is reassigned to one or more groups and each step has its own internal SLA, as well as the overarching customer-facing SLA. This is something we'll be working on too and I'll share progress when I can.