Currently, the smallest breach you can set up to be alerted is coming up, is an hour. Everyone I've talked to who uses Zendesk deeply and desperately needs this to be a much much more granular time set. Many of us have critical priorities of MUCH less than an hour. This renders SLA breach alerts completely useless on the most critical of our tickets.
Accepted
SLA Alerting in Minutes
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.
@Scott Allison - Unfortunately, the new added functionality you commented don't meet any of the needs expressed by clients here. We can't send alerts to avoid costly SLA breaches.. why would we care about total resolution time or segregating SLA when we were already able to create multiple based on group assignment.
Was directed here via a support ticket and suggested to add feedback. Our SLA times are in minutes, would love to have the option to measure this way. Any updates on where this stands in terms of being added?
Any update? I am really disappointed with the wait times for simple feature requests across the board at Zendesk, that I would think would've already been implemented years ago. It seems like your client base tells you what we need, and we aren't listened to.
No change since my update from a last month. tl;dr. It's coming, next year.
Current SLA options are completely useless for messaging and chat. No client wants to wait for 60mins for a reply. 3mins max and even that is a very long time.
Adding to the group; we have SLAs that are measured in minutes and not hours. Hopefully an update will be released. Adding note to keep informed of any announcements.
Thank you for providing a new capability for SLA.
I'm looking forward to seeing it!
> 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.
I'm also wondering how Zendesk Support team ensures your premier support. Because Response time guarantees: 30 mins for Critical; 1 hr for Major and ongoing cadence. https://web-assets.zendesk.com/pdf/zendesk-premier-enterprise.pdf
That would be helpful for us to share the knowledge/tips about it!
Sounds like this has finally been worked on? Any updates on release date?
This is currently planned for the end of this year. Work is expected to begin after we ship what we're currently working on, which is the ability for admins to customize per policy and metric type what conditions are used to start or to fulfill an SLA. The goal of these new optional settings is for you to be able to apply SLAs in more cases. For example, first reply time on agent created tickets. I expect to share more in July about this work, but if you're not already following what's new and our announcements section here, then I recommend doing that so you're in the loop.
Wow. Nearly 10 years to get this basic feature and it's still not done. My company has this as a requirement now, so I guess we'll be dumping zendesk soon.
Bad form Zendesk, what a let down.
This is ridiculous Zendesk doesn't have this functionality yet. How long has this been planned? I came to this thread optimistic and am totally disappointed.
This is a crucial feature, please consider iimplementing it ASAP.
Hello all,
Thank you for your continued support and involvement. For any of you who may not have seen this yet, we did just release additional configurations in SLAs to help connect your policies to even more tickets.
We have started development for the capability to notify users about their SLAs with granularity in the minutes. The timelines continue to stay the same where we plan to get something out there in H1 of 2025. We continue to take the feedback we have learned from all of you to create the upcoming experience.
Yeah, not really what people have been waiting nearly 10 years for mate.
You guys need to do better.
@Scott Allison, how is this progressing? I need a more granular time for reporting and sending automation emails for the SLA breaches. I still only see options for 1-hour increments in the automation menu. I need to let the agent know 30 minutes after a ticket is created if it has not been responded to. We are onboarding a new company and they require even more strict guidelines for SLA notifications. I see that we can change the SLA times to minutes but what good is that without a notification vehicle to let the agent and their leads know the SLA is in danger of or is breached? This is critical.
+1 for needing faster SLA automations. Not every business operates on a 48-hour FRT SLA like it did a decade ago when this article was published.
This is something our Team really needs improved. We work with tight response times, and need to be able to set notifications for SLA breaches in minutes not in hours!!
Hi @scott17
Is there any progress with more granular SLA monitoring and alerting, and fixing the issue where an automation ‘hours until breach’ does not correlate with the ticket badge remaining hours?
Thanks!
I am really surprised that this is not something that Zendesk can do out of the box. I hope we can see this come to life soon. This isn't a hard thing to implement. You have the system, just allow for minutes. Your SLA system allows for minutes, but your notifications can't. This needs immediate resolution.
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This feature is still in our backlog and moving up in priority. We will continue to move it up in priority but at this time there is no ETA for improving the granularity of SLA alerting. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.