SLA Policy for Missed Call Tickets in Zendesk
Learn why SLA policies with first reply targets don't apply to missed call tickets in Zendesk and what you can do about it.
Can I set an SLA policy for missed call tickets in Zendesk?
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 do not include a public comment from the requester, which is necessary for the SLA to run. Therefore, the first reply time target will not apply to these tickets. For more details on how first reply time works, you can check out thisarticle.
More related questions
Why doesn't the first reply time target apply to missed call tickets?
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…
Is there a workaround for applying SLA to 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…
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