Customizing First Reply Time SLA in Zendesk
How can I customize the First Reply Time SLA metric in Zendesk?
The First Reply Time SLA metric in Zendesk can now be customized to start under various conditions. You can configure it to begin when a ticket is created on behalf of an end-user, whether by an agent, API, or other means, including voicemail tickets. It can also start when a light agent forwards a ticket by email or when an agent is the requester.
Additionally, the First Reply Time can be fulfilled by an internal note, not just a public reply. This flexibility allows you to tailor the SLA to better match your workflow and ensure timely responses.
More related questions
What are the new advanced SLA configuration settings in Zendesk?
Zendesk has introduced advanced settings for SLAs, offering more customization options. These enhancements allow you to apply SLAs in various situations, such as agent-created tickets, tickets with internal notes, and tickets from light agents. You…
What changes have been made to the Next Reply Time SLA metric?
Zendesk has enhanced the Next Reply Time SLA metric to offer more flexibility. It can now be configured to start when any end user replies to a ticket, not just the original requester. This is particularly useful when multiple end-users are…
How does the Periodic Update Time SLA metric work with the new settings?
With the new advanced settings, the Periodic Update Time SLA metric can now be configured to start when an agent leaves an internal note on a ticket, not just a public reply. This change allows for more comprehensive tracking of ticket updates,…
How will the new SLA settings impact my Zendesk account?
The new SLA settings in Zendesk will not retroactively apply to existing tickets. Any changes you make to the advanced settings of your SLA policy metrics will only take effect when a ticket is updated after the changes are made. Your reporting…
Do I need to take any action to use the new SLA settings in Zendesk?
If you're satisfied with your current SLA policies, no action is required, and nothing will change. However, if you want to take advantage of the new advanced settings, you'll need to update your SLA policies accordingly. For guidance on…
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