Alert Team to SLA Breaches - Frequently asked questions
Frequently asked questions
How can I set up automatic alerts for tickets nearing an SLA breach in Zendesk?
To automatically alert your team about tickets nearing an SLA breach, you need to create an automation in Zendesk. Start by setting up SLA policies for your tickets. Then, create a new automation with conditions such as 'Ticket: hours until next…
What should I do if I have both Business and Calendar Hours SLAs?
When dealing with both Business and Calendar Hours SLAs, choose the operator that matches the type of SLA you want to address in your automation. If your SLA is based on Calendar Hours, use the Calendar operator, and if it's based on Business…
How can I handle multiple SLAs for the same priority in Zendesk?
If you have multiple SLAs, like 1st response and resolution SLAs, for the same priority, you can manage them by adding more conditions to your automation. Instead of using a single tag or priority, consider adding another tag to distinguish between…
What are the limitations of using hourly automations for SLA alerts?
Hourly automations in Zendesk can sometimes miss SLA breaches if the timing isn't perfect. For example, if an SLA is less than 1 hour and the automation runs just after the ticket is created, the breach might occur before the next cycle, resulting…
Can I set SLA breach notifications in minutes instead of hours?
Currently, Zendesk automations require whole numbers for hours, which means you can't directly set notifications in minutes. However, Zendesk is planning to introduce a feature that allows for more granular SLA alerting, potentially including…
How can I send SLA breach notifications to a Slack channel?
To send SLA breach notifications to a Slack channel, you can set up a webhook in Zendesk. Replace the trigger action in your automation with a webhook that sends notifications to your desired Slack channel. This integration allows you to keep your…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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