Feature Request - Allow Omnichannel Routing to use existing SLAs

Agreed! We have put effort into defining the order we want agents to work tickets. We want to switch to omnichannel routing, but losing that order would hurt our SLA so badly.

Hi 

In 2024 we are planning to enable you to assign tickets based on how close they are to SLA breach rather than by their system priority. I will update you as soon as this is available. In the meanwhile, for support tickets at least you can have automations that change their priority as SLA breach approaches, which moves them up in the assignment order....

@barry14 is this the solution to this request, or is there more still in the works? 

https://support.zendesk.com/hc/en-us/articles/6865919184282-Best-practices-Using-omnichannel-routing-to-achieve-first-reply-time-SLAs

Thanks!

Hi @aaron11 

there is still more in the works. What you can do now is match your queues to your SLA policies (as described in the above link). But what is still missing is that within the one queue you may still have tickets that are closer to SLA breach but are not at the top of the queue.

For example, lets day you have two tickets: T1 is low priority and is 1 minute away from SLA breach and T2 is an urgent ticket that is 1 hour away from SLA breach. Because currently tickets within queues are ordered by priority first and then by date created, T2 will be closer to the top of the queue than T1.

Ideally would have the option of saying whatever the ticket priority and the date created, I want the queue ordered by SLA breach, guaranteeing that T1 in the above example will be higher in queue

Hello Barry -  I was wondering if there is an ETA on the “routing by next SLA breach” functionality in 2024?  Our organization is beta testing omni-channel routing with our team, but after 48 hours are considering shutting it down because we're experiencing so many breaches.   Routing by SLA breach,  to the same point as many others on this thread,  is what makes sense for our organization rather than the current “by creation date” rules of the initial queue timestamp.

Thank you @barry14  for the information.  Our organization has continued with Omnichannel routing since my comment in May,  despite it occasionally causing poor experiences.  We still run into breached SLAs based on this queue prioritization design,  so we are eagerly awaiting this feature's rollout.  If you'd like a small organization to help with beta testing, we'd be more than happy to participate.

@barry14 Do we have confirmation that SLA expiration prioritization is being worked on for Q3?

We have already changed the SLA to Zendesk's and are just waiting for this to turn on Omnichannel Routing

Hi @gabriela11 

Yes it is being worked on - expect GA in Nov

Hello @barry14  -  I hope you are doing well.   The need for SLA-based prioritization in our routing queue has always been a big need for our organization.  The need has only become more crucial, so I was hoped to confirm that release is still planned for November and if my organization might be able to beta it any sooner?  

Hi @kellyanne 

Yes, still planned for mid Nov. We are going straight to GA, so no beta release

Barry