SLA Alerting in Minutes

@brett13 That is not what I am looking for, that feature unfortunately meets 0 of the needs laid out in this feature request thread. That feature does not allow you to set up accurate alerts. There is still no way to be notified of breaches in smaller increments than 1 hour. These are vital. Can you give us an update on this feature request? 

An update on this request would be great. We're still trying to plan for how to better track SLA times, and this feature is one that is high on our priority list. 

Thanks everyone for your continued interest in this important functionality. About a month ago we released our new back end SLA platform which gives us a solid new base to build additional functionality for SLAs.

The first part of that is "Group SLAs" announced at Relate. This is set to open to early adopters in Q4, and be released generally in Q1. If you'd like to express interest in being part of that EAP release, please use this form. 

Once Group SLAs are out we'll be working on real-time alerts for SLAs, as well as some greater options for SLA targets, including some new targets and configurability. Expect this to ship sometime in 2023. 

In the meantime, I recommend you check out some of our marketplace apps, like Sweethawk Timers for the ability to get minute level notifications for SLAs.

@scott17 the EAP form doesn't say anything about what this feature is, does, or what the limitations or problems with it might be during the EAP. Is there anywhere we can review this and understand what exactly "Group SLAs" is? I don't want to sign up my account for something that could potentially have devastating effects on my workflow. 

@cj99 The form is to express interest in general. Prior to the next EAP release I will reach out with full details of exactly what is ready to EAP, any limitations, and at that point get your  confirmation if you want to take part. 

@scott17 What am I even expressing interest in, though? All I know is that this EAP is called "Group SLAs". That's not really enough information for me to be able to tell if that would be something my account would be interested in joining. 

Also -- could you clarify what exactly is changing next week to be customer facing? Is this saying that customers will be able to see the SLA timers and breaches on tickets? From your pinned message: 
>  customer facing change will start to roll out next week: an easier way to see upcoming SLA breaches.

The linked article has no mentions of custom facing changes and I'm a bit concerned. 

@cj99 Sorry for the confusion there. I should've removed that comment when I edited my response. There are no customer facing changes next week.

Hey @Scott Allison, is there an update on this request that you can share? 

I'd really like to know the status on this as well. 

Looks like you guys have a really hard time understanding the challenge of a client that deals with technology platforms, essential infrastructure, and very tight SLA deadlines. It's maddening that more movement hasn't been made on this front. We can set our SLAs in minutes, but we can't set the alerts in minutes. What kind of sense does that make? Where is the urgency? This is completely unacceptable.

THIS POST IS FROM 7 YEARS AGO! Step up your game Zendesk and learn to prioritize appropriately. SLA breaches come with monster penalties - why don't you seem to care?

Reposting my latest update, as it's pinned on the first page and may have been missed:

Thanks everyone for your continued interest in this important functionality. About a month ago we released our new back end SLA platform which gives us a solid new base to build additional functionality for SLAs.

The first part of that is "Group SLAs" announced at Relate. This is set to open to early adopters in Q4, and be released generally in Q1. If you'd like to express interest in being part of that EAP release, please use this form. 

Once Group SLAs are out we'll be working on real-time alerts for SLAs, as well as some greater options for SLA targets, including some new targets and configurability. Expect this to ship sometime in 2023. 

In the meantime, I recommend you check out some of our marketplace apps, like Sweethawk Timers for the ability to get minute level notifications for SLAs.

@Scott Allison is something going to be done with the minutes notification around SLAs? We have internal target of 30 mins plus a customer facing SLA - we would like to track and get notified when these are about to breach under the hour. For customer facing SLAs - when system is down our target is 30 mins and we have no way to notify outside of ZD at this time nor we can trigger automations/integrations based on this detail.
Yes - we've looked at Sweethawk but it doesn't fit our needs. 

I really love that their only solution in the last 8 years to this issue which is imperative to basically any functioning and successful helpdesk... is to purchase a product for 10$ an agent. Completely unacceptable.

Hi @brittany16 the SweetHawk Timers app is $2 agent/month, the Super Suite, which includes all 15 apps is $10 agent/month.

@peter16 thanks for that! I was going by the link that was included by the Product Manager above. I still maintain that 8 years it too long to implement something as basic as this.

This is a ticket from 2015 and plenty of users have expressed the need and desire for it. When will this be implemented? Do we need to reach the 10 year mark? lol.

@geordyn Thanks for the question! My comment from October last year is at the top of the previous page so you may have missed it. You are right that SLAs has gone without investment for a while, but over a year ago we started rebuilding our platform for SLAs. That foundational work has been completed, and we've been working on Group SLAs, which will allow you to separately measure and put a target for a specific group, when a ticket gets assigned to that group. That will be released later this quarter, or early next quarter. We have other investments planned for later this year, and that does include real time notifications! In the meantime though check out our Marketplace where Sweethawk's timers app can be used to provide alerting as a stop gap.

Hi everyone !

We're entering in the end of Q1. Any updates for this major functionnality ?

@miguel28 It's on the roadmap for later this year. I'll share an update once the work is in progress and we're closer to an early access launch.

@scott17 - Shocker.... 8 years in the making and still no movement. This is so incredibly disappointing given the stakes involved and the penalties for missing SLAs. It's very sad that the priority has not been taken seriously. Don't see why the focus has been on group SLA given that this can be accomplished via the SLA filters. If you'd just allow us to enter decimals the problem would be solved.

@brittany16 I know you've been waiting for years, and I completely understand your frustration. I was a Zendesk customer myself once upon a time. But please rest assured we're all working hard to improve the product. There's a lot of competing ideas, so we have to make hard decisions on priorities, and what we can pursue in any given year.

But while it's later than I would like, this work is on the roadmap now. 

To clarify, Group SLAs will be in addition to the SLAs we have today. You'll be able to set a distinct SLA target separate from the current ones, and apply that target when tickets are assigned to a specific group. We think that's going to really help our customers manage expectations internally and ultimately lead to a better chance of hitting your customer facing SLAs. We'll be sharing more in Q2 about Group SLAs.

Lastly, I do want to understand your need, as sometimes in these long community threads individual needs get lost. What we're planning is the ability to allow you to set rules for SLA alerting, so you could get notified in near real-time when an SLA breaches. Or even get a reminder say 10 minutes prior to a breach. (It would be customizable). While you can define SLAs today in minutes, the only way to alert is via Automations, and those only run once an hour. So, essentially, our plan is to have a separate notification system for SLAs. Unfortunately, this isn't trivial and there's no quick fix; it requires a significant investment on our side to make this possible at the scale we operate at.

Hi @Scott Allison @scott17, is there any update on when alerting on SLA breaches in minutes will be released? Thanks

Thank you everyone for your continued interest in this important capability. I'd like to provide you with an update.

We recently launched two enhancements to our SLA capabilities, introducing more targets and giving you more options to put targets on your workflow:

1. Group SLAs
2. Total Resolution Time

Coming in Q3 will be the ability to apply reply-time metrics to Chat and Messaging conversations. Initially, you'll be able to define these targets in minutes, but later on we'll give you the ability to define these in seconds.

Our final release of the year will deliver the ability to customize what activates and fulfills SLA metrics. This will plug common gaps right now where reply time metrics don't get applied to a ticket.

While we won't be able to release it this year, we are still committed to offering real-time alerts, and proactive reminders for SLAs, with minute based granularity. We expect to be able to offer this in H1 of next year.