SLA Alerting in Minutes

We need alerts for upcoming SLA breaches in production on a constant basis.  As our volume increases this will only become even MORE critical.

I agree there are many scenarios where hourly automations on SLA metrics are not enough. If you run a tight SLA (under a couple of hours), at least 10 minutes granularity is needed. Right now on our twitter channel, we have two hours, and the hourly automations doesn't help us. 

I agree - we have a first response target of 2 hours for most tickets, but 15 minutes on urgent ones; if all agents are active within other tickets, these can be overlooked when the automations only account for an hour intervals.

This is very much needed. Hourly automations is just horrible.

Hi all,

I'm working with a company called ALTAIR SIX that's interested in extending Zendesk's SLA functionality. I think it might be especially relevant to all of you on this post.

If you're interested, we'd love to ask you a few questions to further understand your use cases. You can do that (and opt in or out of chatting with us further) by filling out this form: https://goo.gl/b7qYmD

Best,
Erin

(Note: Just to remove any potential confusion, I am not currently affiliated with Zendesk)

We also have the need to track SLA's in minutes for our mission critical clients. Hours are not working for us. This may be one of the main reasons for us moving from Zendesk to other solution.

Cheers,

Michal

Upvoted.

This is what I consider to be the Achilles Heel of Zendesk, as my organization is contractually obligated to reply back to customers in specific timeframes for specific priorities.  If these can't be set properly, they are completely useless to us.  This is actually a black and white scenario.

I consider this to be a major design flaw for SLAs and will have to ignore them until this is fixed.  The option to either set by hours or minutes, or to accept non whole integers (0.25 for 15 minutes, for example) are both acceptable solutions for this issue.  As Mr. Novak mentions above, this would be a reason for us to start looking for other help desk providers.

Regards,

Winston Price

I can't stress how much we need this functionality.  Having recently implemented Zendesk, this is the only area that we feel is lacking and doesn't meet our needs.  SLA management was a really big reason for selecting Zendesk over other products and to find that the functionality is hampered by hourly automation process is a massive let down - to say the least.

+1 here. It's a very important feature for all the product with Premium users and clients.

+1! We need the ability to setup an SLA notification 15 mins prior to it being breached to ensure that our customers are getting the best possible service...I take it this is not currently available??