Applying SLAs to Private Comments in Zendesk
Can SLAs be applied to tickets with private comments in Zendesk?
SLAs typically do not activate on tickets with private comments in Zendesk.
This is because private comments do not trigger reply targets, which are necessary for SLA badges to appear. If you frequently receive follow-up tickets with private comments, consider setting up triggers or automations that can help manage these tickets more effectively.
For more advanced configurations, you might want to explore the advanced SLA settings available in Zendesk.
More related questions
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SLA badges might not appear on your Zendesk tickets due to several reasons. Firstly, ensure that the ticket has a priority set, as SLAs are based on ticket priority. Without a priority, the system doesn't know what time to use for the countdown….
What should I do if SLA targets are not appearing on my tickets?
If SLA targets are not appearing on your tickets, there are a few things you can check. First, make sure that the ticket has a priority set, as SLAs rely on this to function correctly. Also, verify that the ticket does not have an agent as the…
Why don't SLAs apply to tickets solved upon creation in Zendesk?
SLAs do not apply to tickets that are solved upon creation in Zendesk because the solved status satisfies the SLA requirements. When a ticket is marked as solved immediately, it indicates that the service level has been met, and therefore, the SLA…
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