Applying SLAs to Private Tickets in Zendesk
Should SLAs apply to private tickets in Zendesk?
Service Level Agreements (SLAs) may not be applicable to private tickets in Zendesk, as many SLA metrics, like reply time or requester wait times, aren't meaningful until a ticket has at least one public comment. To exclude private tickets from SLAs, add the condition [Privacy] [Is] [Ticket has public comments] to your SLA rules.
More related questions
What are private tickets in Zendesk and how do they work?
Private tickets in Zendesk are tickets that contain only private (internal) comments and are not visible to customers until a public comment is added. This means that while the ticket is private, customers won't see any updates or comments….
How can I prevent notifications from being sent for private tickets in Zendesk?
To prevent notifications from being sent for private tickets in Zendesk, you can adjust your business rules by adding specific conditions. In the Admin Center, navigate to Business Rules and select Triggers or Automations. For each rule, add a…
What default rules should I check for private ticket notifications?
When managing private tickets, check the default trigger and automations in Zendesk: 'Notify requester of received request' (trigger), 'Request customer satisfaction rating' (automation), 'Pending notification 24 hours' (automation), and 'Pending…
How do I update custom rules for private ticket notifications in Zendesk?
To update custom rules for private ticket notifications, review any triggers that send notifications, such as 'Email user', 'Tweet requester', or 'Notify target'. Add the condition [Ticket: Privacy] [Ticket has public comments] to these rules to…
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