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 the first reply time target. Since missed call tickets do not have this, the SLA policy cannot be applied. For more insights, refer to theoriginal article.
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…
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…