Custom Ticket Statuses and SLA Metrics in Zendesk
Can I create custom ticket statuses for SLA metrics in Zendesk?
While you can create custom ticket statuses in Zendesk, the SLA metrics use the status categories like New, Open, Pending, On-hold, and Solved. This means that even if you have custom statuses, the SLA metrics will rely on these predefined categories.
To effectively manage SLAs, ensure that your custom statuses align with these categories, or use them in conjunction with triggers and tags to manage SLA policies.
More related questions
Can I pause the SLA timer in Zendesk?
Yes, you can pause the SLA timer in Zendesk under certain conditions. If you're using metrics like 'Requester wait time', 'Agent work time', or 'Pausable update', the SLA timer will pause when the ticket status is set to 'pending'. Additionally,…
Is it possible to reset the SLA clock in Zendesk?
No, it's not possible to reset the SLA clock in Zendesk. The SLA badge will account for time outside of business hours and holidays if you've set a schedule and built your SLA policy to respect business hours. If you need to manage SLA targets…
How can I manage SLA policies for tickets on hold in Zendesk?
Managing SLA policies for tickets on hold in Zendesk can be done using a workaround. You can create a tag, such as 'statusonhold', and use triggers to add or remove this tag as tickets move into and out of the on-hold status. For example, set up…
What triggers the 'pausable update' in Zendesk?
The 'pausable update' in Zendesk is triggered when an agent replies to a comment by the requester and sets the ticket status to New, Pending, or On-Hold. However, the pending status will only pause the active 'pausable update'. If an agent adds a…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
