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Custom SLA?

  • March 19, 2018
  • 1 reply
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M

Looking for some ideas on how to best handle SLAs. We are using the default SLA for reply time which is fine. In addition, our customers need an SLA for proposed solution (issue identified). Let me explain...

We are a software company....customers understand that it may take us many days or even weeks to fix a bug and deploy it to their cloud environment. With that being said, we have SLAs for how long it takes for us to identify the problem and deliver a solution plan. For instance, a customer notifies us of a bug on day 0. On day 3 we deliver a proposed solution and that it will take 7 days to develop and deploy. Our SLA is 5 days to deliver a solution plan so we are ok. But, if we don't deliver a solution plan within 5 days we have breached. 

Not sure how we should manage this SLA in Zendesk since there isn't a status for "developing" or something. 

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    A
    • Andrew42
    • March 19, 2018

    Hello Mark,

    I think you'd best build your own workflow around this.  There are various ways to do this, and I can't give a specific solution as it depends on how you work, and how you want to see breaches etc.

    It would potentially depend on your team 'doing the right thing'

    If you're on one of the higher plan, you should have a few options with triggers, automations, macros and possibly insights reports.

    As an example, I'll outline a plan for a possible solution with an imagined simple workflow.

     

    • Ticket opens - this is easy to measure and report on.  
    • When assigned - add tag 'SLA_bug_report' (Ticket becomes open and can now create views or reports on Tickets with tag SLA_bug_report and not tag SLA_bug_solution, and time since created)
    • When delivering proposed solution - use macro that adds tag SLA_bug solution, change to pending (awaiting client approval) 

    You can trigger reports to team or manager etc.

    This is just a rough outline, but might help to give you some ideas.

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