Hello,
We would like to report that during the past few weeks we have been checking in our daily basis the queue where we have tickets to maintain the SLA below 24 hours however even though the tickets are being handled, appears tickets with more than 2 days. When reviewing those tickets it doesn't seem like someone else returned the ticket back to the queue neither that was a transfer from a different department.
Looping @lisa de la torre for visibility.
I just want to confirm if you are referring to the First reply time or the Next reply time being breached in these tickets? If that is the case, please take note that these metrics will only be fulfilled when an agent reply is sent as a public comment. Private/internal notes will not fulfill these SLA metrics. If the agent replies were indeed public comments and the metrics still show as breached, we would need to have more information about this to investigate further.
I highly recommend reaching out to our Widget for us to better assist you here. For more information, please refer to this article: Contacting Zendesk Customer Support.
Best,
Paolo | Technical Support Engineer | Zendesk