SLA full resolution time and impending breach color change.

Thanks for the feedback, Collin! 

We also require a Full resolution time that doesn't get affected by open, pending or hold statuses. 

Just a start to finish SLA with no pauses until the ticket is solved/closed.

Thanks!

Has there been any update on this request? This seems to be an important ask for the teams using Zen Desk as their ticketing portal.

Hi @Ajay! We definitely hear these requests, but they are not specifically planned at this time.

This would be so useful for us to have both suggested changes implemented. 

I am pretty surprised that "Full Resolution SLA" does not already exist. Please consider adding this to your roadmap ASAP.

+1

Also wish yellow color, as Warning for SLA!

Really surprised we cannot set Resolution SLA targets!

This is such an obvious metric that's key to most contractual SLAs and should be available and should also be set for different segments (e.g. custom ticket types, client type, etc)

How soon is this on the roadmap?

Hi, is there any news?

Hi Donato, 

No news. SLAs are not an area of focus for development at this time.

Hi Zendesk Team - We would also like this metric added.

Thanks,

Sam

I, too, received feedback from my agents that a color change for their SLA timer would be helpful when it gets to a certain point.

+1 for the ability to add yellow as a sla time color and the ability to configure when the color change happens.

+1 for a full resolution time SLA. Is anyone familiar with any workarounds? 

Hi Everyone!

Thanks for all your comments and input. I'm a new Product Manager here at Zendesk, and one of our priorities for the year is to improve our SLA functionality and both of these ideas are things we are considering. Thanks for your patience, and continued feedback! We truly appreciate it.

+1 for the ability to add yellow as a SLA time color and the ability to configure when the color change occurs.

Hey Everyone! I'm a Product Manager here at Zendesk and I'm pleased to say that rolled out an update that adds a new amber color to the SLA timer badge. This will indicate when an SLA has 15 minutes or left to run. While it's not configurable in this release it's something we're hoping to add in the future. More details in our recent announcement. 

The second request in this thread asks for a full resolution time SLA and that is in progress now. We expect to release it in Q4. 

Thanks again for your engagement, feedback and ideas, we truly appreciate it. 

As a work around we are deciding to add a ticket field that will be updated whenever our SLA conditions are met and then we will use that as a column in our view next to the SLA

I came here looking for an answer to the exact question "1. It would be really helpful to have a "Full Resolution Time" SLA."

Really great to see Scott's update that this is coming in Q4. I'll follow this page for updates.

Thanks everyone for your feedback! We recently launched Total Resolution Time, which is a new SLA target that measures the full resolution time of tickets from beginning to end, including when they are pending. The announcement is here.