SLA Alerting in Minutes

+1 We also have SLAs with targets set anywhere from 30-60 minutes. We'd need to notify key people if SLA is 15 min from breach. Do you have any updates for when we can expect to see this functionality?

Ditto, this needs to be in parity and available in minute increments vs. hours.  We deal with Chats and SMS where timing is much tighter than an hour.

+1! Our team needs to adhere to a 15 min response time, so having this feature would be very useful.

It seems a simple solution would be to allow fractions of numbers in the field for Hours since/until next SLA breach, as opposed to whole numbers. Then .25 would be 15 minutes, 1.5 would be 90 minutes, etc.

Not only does this need to have a minute function, the automation needs to fire when the SLA violation happens - not waiting for an "hourly cron" to fire off.

Your design of this appears to be misguided - why have an SLA if you end up having to wait 60 minutes between cycles?  Why have SLA's to begin with?

This needs to be fixed immediately - this thread has been open for 2.5 years - get with it Zendesk and listen to your customers! 

We're actively exploring other ticketing systems because of this - nothing personal....

Doesn't make any sense that you have SLA in minutes, but you can't use it in triggers. Triggers should be configurable to handle minutes, SLA violations. 

Extremely disappointing that after 2.5 years that nothing moves at Zendesk. 

I'm in the same boat as Eric, looking at alternative solutions. I think Zendesk has lost their way and gotten too big.

Hey Mark - 

Longevity of a request isn't one of the metrics we use to determine priority for development. Also our roadmaps are often planned about a year in advance, so it can take several years for a request to gain traction, be weighted against other priorities and then get into the production queue. 

The number of customers it impacts, where it fits in a workflow, market trends, and how it fits with other things currently in development are a few of the other things we do consider. 

None of that is to discount the importance of what folks are asking for here - it's definitely a valid and important request. I checked in with the product team, and the answer is simply that there are hundreds more requests for things to be built than can be built, and this particular request hasn't been deemed higher priority than other things at this point in time. 

That being said, there are a couple of things you can do:

- Create a view that shows any tickets that are approaching a breach in a timeframe you determine. It's not a notification, but it can help to give more visibility to tickets that are on the verge of going over the SLA time.

- Leverage apps and the API to send an SMS when you are nearing a breach, as described in this comment on the tech note Can I be notified of an SLA breach

I know that's not the answer that you were looking for, but I hope those solutions will help. 

Hi all, we've built an app that solves this use-case. It's called Timers and is available on the Zendesk marketplace. It lets you define down-to-the-minute actions on tickets. Amongst many other workflow possibilities it will let you build workflow to help stop short SLA's from being breached.

This is one of the Risks in our Go Live and none of the apps like Timers pass our security review, so we need some in-app functionality. 

I agree 100% with Dirk. W have strict policies and as much as a non-Zendesk app can solve our issue we cannot get approval to use it.

It doesn't make sense that the ticket holds that data, easily accessible by an API call and we can get nd read policy_metrics but Zendesk Support automation does not provide the granularity needed to manage SLA notifications efficiently.