Create SLA Policy for Missed Calls - Frequently asked questions
Discover how to set up an SLA policy with a first reply target for missed calls. Explore common questions and solutions to optimize your Zendesk support.
Frequently asked questions
Can I set an SLA policy for missed call tickets in Zendesk?
No, you cannot set an SLA policy with a first reply target for missed call tickets in Zendesk. The system requires a public comment from the ticket requester to apply the first reply time target, which missed call tickets lack. Missed call tickets…
Why doesn't the first reply time target apply to missed call tickets?
The first reply time target doesn't apply to missed call tickets because they lack a public comment from the requester. This is a requirement for the SLA to function. In Zendesk, the system looks for a comment from the ticket requester to trigger…
Is there a workaround for applying SLA to missed call tickets?
Yes, there might be a workaround for applying SLA to missed call tickets. A community member has shared a potential hack. While the standard SLA policy doesn't apply to missed call tickets due to the lack of a public comment, you can explore…
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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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