SLA for tickets from chat | The place for Zendesk users to come together and share
Skip to main content
Илья11
Илья11
October 8, 2021
Question

SLA for tickets from chat

  • October 8, 2021
  • 2 replies
  • 59 views

Hello!

Can you please tell me how to correctly set the SLA for tickets that were created from chats?
If I do not specify Agent work time, then the SLA does not count at all for such cases.

And if I specify 1 hour by analogy with First reply time and Next reply time, then ordinary tickets are considered incorrect.

I need to make all responses (first and subsequent) one hour for the agent. And so that the ticket created from the chat is also given one hour.
How can I do that?

      2 replies

      Steve25
      Steve25
      Newcomer
      October 8, 2021

      They have not been able to produce this yet. I have 2 different workarounds that I use.

      To determine the number of Message requests are serviced while the request spends 10 minutes waiting and showing in the conversations button.

      In Explore create a query using Support:Tickets

      Metrics:Dcount tickets.

      Channel: Messaging

      Pick your date range, 

      Create a standard calculated attribute using below. 

       

      For Result Manipulation choose:

      Now you can see how many are answered in 10 minutes (cannot yet track sooner though I think maybe try the filter - time ticket unassigned.)

      For tickets that become Missed (or the 10 minutes expires) You can set an SLA for first/next reply time. You can also set on for end user email responses using Update Via is Email with Message channel.

      Hope this helps.

       

       

        O
        Outdoor
        October 19, 2021

        Hi,

        I'm creating a First Reply Time SLA and it appears to be firing on applicable tickets in the view, but I set the time to be 5mins, and it is showing on the view as 2 days from now. I'm new to this, can anybody give me some insight as to what's going wrong? Regards Pro

         
        Terms & ConditionsAccessibility statement