SLA Targets for Agent-Created Tickets
Discover which SLA targets apply to agent-created tickets and how they function.
What SLA targets apply to agent-created tickets?
For agent-created tickets, several SLA targets can still apply, such as Total resolution time, Agent work time, Requester wait time, Next reply time, and Periodic update time.
These targets will display if the ticket meets the SLA policy criteria immediately upon creation. Among these, the Periodic update time is often the best option for applying an SLA to agent-created tickets, as it can be applied immediately.
More related questions
Can I set an SLA for first reply time on agent-created tickets?
Yes, you can set a First reply time SLA for agent-created tickets, but only in specific scenarios. For instance, if an agent creates a child ticket in a side conversation or if they create a ticket with themselves as the Requester, the SLA can be…
Why doesn't the first reply time SLA work for follow-up tickets?
The first reply time SLA might not work for follow-up tickets if they are not agent-created but are instead created because an end user replied to a closed ticket. To ensure the first reply metric works, make sure to include the condition 'channel…
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