We have tickets that are reopening based on a customized ticket field that works as reminder adding a date.
The ticket is in status = pending and on that date the ticket will be re-opened on status=open, so that agents can work on that.
The issue is that in this case the ticket is opening without SLA, because there is no pubblic comment from the agent.
Out SLA policy is only with first reply and next reply.
How to reopen tickets with SLA, without the need to add a pubblic comment.
Hey Gerad - A FRT or NRT SLA would actually only be triggered when a public comment was left by an end-user, not an agent. While there isn’t a way to trigger a FRT or NRT SLA without the end user leaving a public comment, there are a few other SLA metrics you could look into that are based on the agent’s last public comment. I personally haven’t had much luck getting those non-FRT and NRT SLAs working exactly how I’d like them to though so also sharing a few other potential solutions to explore.
1) Organize your main queue into specific buckets where all of these reopen tickets open into a specific bucket. For example, at my company, we have a custom ticket field where we have different buckets/categories that our tickets will fall into based on various triggers or automations. We then have our main View be grouped by this custom ticket field. All tickets reopened from Pending after a specific date fall into our “Follow up with customer” bucket. Our agents know that when those reopen, they should be followed up with promptly, even though no SLA has been applied.
2) Create a notification that looks for these non-SLA tickets and sends a reminder to your team when the ticket is close to breaching the hypothetical SLA. While I don’t use this solution for reopen tickets since we’ve found great success with option #1, I do take this approach for any tickets that land in our main queue bucket and didn’t trigger an SLA (ie a user responds from a different email). More info here: https://support.zendesk.com/hc/en-us/community/posts/360050652554-Creating-a-notification-to-identify-tickets-that-are-stuck-at-the-back-of-the-queue-due-to-no-SLA-being-applied
3) Create a separate view in Zendesk for your agents to check in order to see all of their reopened tickets.
While I know that’s not the exact answer you might be looking for here, I hope that helped spark a few ideas!
@Chandra Robrock Thanks for your suggestions. How do you measure in this case the SLA breaches?
You wouldn’t be able to measure SLA breaches out of the box without an SLA actually being applied to the ticket. But, in the case of our reopens, we actually don’t have a use case for needing to report on SLA achievements or breaches since all of our SLAs are based on the times in which we need to respond to a customer by.
All of the tickets that reopen via automations for us are tickets where we’ve already responded to the customer and are either A) following up with the customer since we haven’t heard back from them in X days and need further info from them in order to further troubleshoot, or B) checking in with an internal team to help keep the ball rolling on bugs or other technical tickets.
Zendesk does offer a Periodic Update or Pausable Update SLA that will be based on the last comment from an agent that might be closer to what you’re looking for here. I’ve personally struggled to get them to work just right for me, especially with tickets that we automatically reopen based off a specific time period, but that might be a path for you to explore further as well!
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.