Managing SLA Policies for On-Hold Tickets in Zendesk
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 a trigger to add the tag when the status changes to on-hold and another trigger to remove the tag when the status changes from on-hold. This method helps manage SLAs effectively without losing track of tickets in on-hold status.
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…
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…
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…
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