This is an issue since most tickets are missing SLAs when light agents or agents open tickets on behalf off customer or when light agents or agents forwards customers email to Zendesk from their personal mailbox (internal note).
Ideally a setting in option that allow us to treat light-agent/agents tickets similar to end-user when it comes to SLAs.
@Scott Allison If an EAP becomes available for the launch of customizing what activates and fulfills SLA metrics, we are very interested to take part in this.
@Scott Allison
We would definitely like to be part of the EAP for the agent created first time reply SLA. We are finding it difficult to keep track of tickets that are agent created if they don't have an SLA apply.
Is there an updated to this release mentioned above: "Our final release of the year will deliver the ability to customize what activates and fulfills SLA metrics, including the ability to make sure reply time SLAs apply to agent-created tickets."
Will this still be released by the end of the year?
@Scott Allison
I have the same inquiry re: "Our final release of the year will deliver the ability to customize what activates and fulfills SLA metrics, including the ability to make sure reply time SLAs apply to agent-created tickets."
My team is mostly responsible for agent-created tickets and need the reply time SLA for KPIs and to help with capacity planning.
Thanks for your continued interest in this capability! I want to provide an update on our progress here. This is still something we plan to work on but it's been delayed. We now expect to release this during the first half of next year. There may be an EAP in Q1, so if that is the case I will post here about it.
I'm disappointed we didn't get this done in Q4, but I do want to highlight two alternatives which may be a suitable stop gap.
1. Group SLAs (available to Enterprise plans) and the Group Ownership Time target only takes account of two things for measurement. The group assignment and the ticket status. It's not looking at comments at all, or who created the ticket. So, it is possible to apply a Group SLA for an agent created ticket. More here. We also just announced an enhancement to Group SLAs meaning you can now specify more conditions in the policy definition, giving you a lot more flexibility on when to apply a Group SLA. Read the announcement.
2. Child tickets created through Side Conversations (available on Pro and up) have different logic for SLA measurement on tickets where the agent is the requester. More here.
Other enhancements we've made to SLAs this year were Total Resolution Time and support for reply-time SLAs in Messaging.
More enhancements planned for 2024, and I'll keep you posted. Thanks again for the feedback, it's truly appreciated.
Thanks for your continued interest in this capability! I want to provide an update on our progress here. This is still something we plan to work on but it's been delayed. We now expect to release this during the first half of next year. There may be an EAP in Q1, so if that is the case I will post here about it.
I'm disappointed we didn't get this done in Q4, but I do want to highlight two alternatives which may be a suitable stop gap.
1. Group SLAs (available to Enterprise plans) and the Group Ownership Time target only takes account of two things for measurement. The group assignment and the ticket status. It's not looking at comments at all, or who created the ticket. So, it is possible to apply a Group SLA for an agent created ticket. More here. We also just announced an enhancement to Group SLAs meaning you can now specify more conditions in the policy definition, giving you a lot more flexibility on when to apply a Group SLA. Read the announcement.
2. Child tickets created through Side Conversations (available on Pro and up) have different logic for SLA measurement on tickets where the agent is the requester. More here.
Other enhancements we've made to SLAs this year were Total Resolution Time and support for reply-time SLAs in Messaging.
More enhancements planned for 2024, and I'll keep you posted. Thanks again for the feedback, it's truly appreciated.
@scott17 Can you please provide an update on the expected release of SLA metrics, "including the ability to make sure reply time SLAs apply to agent-created tickets."
This is continuing to be an issue for us. We currently use first & next reply time & agent work time SLAs on all of our tickets. However without the ability for first & next reply time SLAs to apply to agent created tickets, this is causing big issues in our workflow with urgent tickets falling to the bottom of the queue.
Please advise what development is being worked on and when the release is expected. I am open to suggestions for possible work arounds in the interim.
@kellie11 We are currently tagging agent created tickets and have created a new Agent Policy to apply the Agent Work Time in the resolution metrics for those with the tags.
This is not ideal, but it is something that will get an SLA applied to an agent created ticket to avoid them sitting at the bottom with no SLA badge.
Hey everyone, thanks for your continued interest in this capability. We're working on it right now, so keep your eyes open for an announcement in the next few weeks!
I wanted to provide you all with an update here, and point you to a release that we started rolling out today.
We're introducing advanced settings to three of the SLA metric types, first reply time, next reply time and periodic update. These new settings are optional, and give you the ability to change the logic for when an SLA metric is activated or fulfilled, on an individual policy basis.
It addresses these needs
Read more in the announcement here:
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Also, I did want to take a moment to note per our Community Guidelines that we do not share specific roadmaps timelines. Scott's most recent update about this being reviewed in 2024 is the most up to date. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. We appreciate your engagement here and for being a valuable Zendesk Community member.