SLA Alerting in Minutes

I'd also love to have minute increments. As Mark Sadegursky said it makes no sense to give us the option to have SLA's in minutes but not add triggers for them.

We really really need this! 

We have customer that has a SLA level but they require a response of 1hour

If I use hours then we are already breaching the SLA. 

Please can you get minutes implemented! 

Thanks 

https://support.zendesk.com/hc/en-us/community/posts/205435097/comments/360002209187 your efforts are appreciated but this sort of functionality has to be native.

Zendesk lacks so much basic functionality in so many areas, this is just one of the myriad reasons I'm now actively telling my company to leave Zendesk.

Hourly  SLA's does not cut these days, Customers are used to instant responses.  We as admins need to be able to give our Agents better signals of what needs to be addressed next.  In order to have a better signal to noise ratios, 5-minute intervals in needed. Automations need to run every 15-30 minutes, not maybe every 60-65. 

Just wanted to echo what everyone is saying here.  We are contractually obligated to respond to high/urgent priority tickets within 60 minutes and 30 minutes, respectively.  Having an email sent to a group/assignee at the one hour mark means we've not only upset the client, but LOST REVENUE in the order of high 4-figures.  @Zendesk Product Specialist please consider this addition into Zendesk.  Zendesk is a large expense item for us and not having this ability means we need to seek other products to supplement, costing us more each month -- unnecessarily, I might add.

I'd like to add to this, no different from above really

We have several SLAs for initial Ticket Response which are measured in minutes, from 15 minutes upwards.  The current Hour whole based Conditions don't offer what we need.

Can we have "Minutes until next SLA Breach" or allow decimal for hours, 0.1 = 6 minutes would be ok too.

Is this issue caused by data; Integer vs decimal OR by the process that Polls the Automations?

thanks, Mark

Just a quick note to probably set expectations from what I came to know the product - Zendesk has a built in refresher, a task that runs in the background and indexes everything, checks for triggers and fires off events, which runs once an hour. We don't know when exactly, as dev ops may fine tune timing to make sure there are no collisions on pods. This explains hourly triggers (roughly an hour, we don't how much time a task takes), in Zendesk Support as well as Explore.

In order to have a granular per-minute trigger, there needs to be a task that runs every minute and scans the triggers DB table vs the data. It cannot be the refresher (or whatever its true name is), as that is a huge one. So the request is to build a new engine that runs every minute and performs a subset of that task.

We, as customers, do not know how taxing this is on pods and what is the toll on performance, for a per-minute task.

Please don't get me wrong, this is a great product, and it's top-tier. I do think that engineering needs to be creative in finding a solution for this. Maybe spin up shadow pods that their whole purpose is perform tasks (split it from the UI). The bottom line is that other products have this feature, and this is what customers expect to get. Especially when dealing with SLA, which can have financial impact, as the gentleman posting above noted.

Thanks.

Hello,

This is another request to add the ability for SLA breach to automatically do something straight away.

Like many others, the company I work for relies on having an alert sent to PagerDuty if a SLA is breached. Having tested the system and having tried multiple ways to try to get this functionality with what Zendesk offers, I have finally reached the point where I now need to look at moving to another product. 

Now I understand that it's extremely taxing on a system to poll triggers every minute, for 1000s of instances of Zendesk, but surely it's easier enough that on SLA breach, the system can do "something". You're already tracking the time of an SLA and you already know when it's about to breach. 

Honestly, it doesn't seem to me like Zendesk has really thought out this process at all. What's the point of having an SLA in the first place if you then wait an hour before anything happens? 

Adding a comment to bump this. I'm even trying to get creative with automations to get a trigger to go off when a ticket breaches and I'm hitting the "automation can only go off once on a ticket" error.

Please explain how "Ticket: Hours Since Created / (calendar) Less Than / 1 hour" can hit more than once on a ticket....? A ticket can only increase the hours since it's creation. It can never be created for less than an hour more than once if Zendesk automations only check once an hour already.

If we cannot set any triggers up based on SLA or Queue, there HAS to be a way to identify tickets where the SLA has breached and send out a notification to the team. Maybe create a "ticket_breached" tag as a Zendesk Feature? or create a way to send out notifications based on when a ticket enters a specific queue?

Hi Everyone!

Thanks for all your comments and input on this thread. I'm a new Product Manager here at Zendesk, and one of our priorities for the year is to improve our SLA functionality. Thanks for your patience, and continued feedback! We truly appreciate it.