Limitations of Zendesk SLA Breach Notifications
What are the limitations of SLA breach notifications in Zendesk?
The main limitation of SLA breach notifications in Zendesk is the inability to send notifications in real-time or at intervals smaller than an hour. Automations run hourly, so notifications can only be sent within an hour of the breach. This can be a challenge for organizations with SLAs of 60 minutes or less. For more information on how to work with these limitations, see the article onCreating and managing automations for time-based events.
More related questions
Can I be notified of an SLA breach in Zendesk?
Yes, you can be notified of an SLA breach in Zendesk. You can set up automations to send notifications for upcoming SLA breaches using the condition 'Ticket: Hours until next SLA breach' or for past breaches with 'Ticket: Hours since last SLA…
How do Zendesk automations notify me of SLA breaches?
Zendesk automations can notify you of SLA breaches by using specific conditions related to the timing of the breach. You can use 'Ticket: Hours until next SLA breach' to get notified before a breach occurs, or 'Ticket: Hours since last SLA breach'…
Can Zendesk notify me of SLA breaches in real-time?
Currently, Zendesk does not support real-time notifications for SLA breaches. Notifications can only be sent using hourly automations, which means you can be notified up to an hour before or after a breach. This limitation is due to the lack of a…
Is there a way to customize SLA breach notifications in Zendesk?
Currently, Zendesk does not offer a way to customize SLA breach notifications beyond the hourly automations. However, there are plans to enhance the SLA module, allowing for more granular control over notifications, including the ability to specify…
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