How to exclude some ticket from SLA? | The place for Zendesk users to come together and share
Skip to main content
S
Saeed11
December 13, 2023
Question

How to exclude some ticket from SLA?

  • December 13, 2023
  • 3 replies
  • 44 views

I noticed if a ticket within SLA and moved from Open to On-hold or Pending status, and the ticket resolution time was set for example 72 Hours,

if the requester updates the ticket, the status becomes Open, and immediately the ticket breaches the SLA if it was pending for more than 72 Hours.

How can we fix this?

 

How can we 

3 replies

A
ArianneEmployee
Employee
December 15, 2023

Hi @saeed11,

May I confirm if you are measuring either the requester wait time or agent work time in your tickets? If so, these resolution metrics will pause either on Pending or On-hold and looks at the combined total time spent in the New and Open ticket statuses. That being said, the ticket may breach if the total time in the statuses mentioned exceeds the time set in the SLA. 

S
Saeed11Author
December 17, 2023

Hello @arianne,

Yes I measured only the requester wait time) and I did not measure the Agent's work time,

However, some tickets breached the SLA when it exceeded the Total resolution time.

How to avoid this, because some tickets are out of our control and we should wait for the customer's response or feedback.? to get sure that his issue is resolved.

A
ArianneEmployee
Employee
December 18, 2023
Hi Saeed, 

Thank you for your response. 
 
Since Total Resolution Time doesn't pause on any status change, it measures the entire lifecycle of a ticket, from when it's created until when it's solved. If you don't want to include the time when the ticket was Pending (meaning waiting for the customer's response), we can just focus on the requester wait time or agent work time resolution metrics. 
 
Best, 
Terms & ConditionsAccessibility statement