First Reply Time SLA: Can an API-created Ticket that only posts an Internal Comment override the settings to require a First reply time SLA? | Community
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First Reply Time SLA: Can an API-created Ticket that only posts an Internal Comment override the settings to require a First reply time SLA?

  • June 22, 2020
  • 5 replies
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Hi hi

Our app for clients allows them to create tickets for us. The app pushes those to Zendesk through API. The Ticket is created with an Internal Comment with the info provided by the client through the App.

As we roll out SLA's, we've noticed that these types of Tickets don't have a First Reply Time SLA. I'm assuming this is because the Ticket is created only with an Internal Comment with the ticket info provided by the client through the App.

So my question is, does the API allow us to override that setting in some way? Is there a value we can toggle through API-creation that denotes the Ticket as applicable for an First reply time SLA?

Any other workaround you can see?

 

Thanks a ton,

Nick

    5 replies

    Gail12
    • Gail12
    • June 23, 2020

    Hi Nick,

    You're correct that having the tickets created with an internal note as the first comment is impacting the SLA behavior. The first reply time target countdown will only be set when there is a public comment from the requester waiting for a reply, so unless the first comment comes in as public you won't be able to change the way the SLA policies are applied to the tickets. 

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    • Blueground
    • Author
    • June 24, 2020

    @Gail L

    Thanks for the reply Gail. Makes sense. We'll see if we can find a workaround.

    B
    • Blueground
    • Author
    • July 9, 2020

    @Gail L 

    I'm following up here! We're considering changing the ticket's comment to public upon creation, via the API.

    So I want to ask if this public comment created ticket (via API integration) will trigger the SLA for First Reply Time?

    I would normally assume yes, but want to confirm because the ticket is created by an integration with our internal application.

    • The request by the Client in our app pushes to Zendesk through an "integration user" via the API. The ticket is created with the Requester as the Client (pulled from our app), and with the first comment "added by" the Client's name (also pulled from the app).
    • My concern is that since this "integration user" is technically an "internal agent" - I want to see if the SLA won't fire because "First reply time will not be measured on tickets created by an agent."

    Thanks so much!! Appreciate the help :) 

    All the best,

    Nick

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    • Cater
    • January 19, 2021

    i am also looking for this type of information bcz my TCL project is going to finish in this month and in the finishing process i need to do this but i am not able to find the right way can someone help me about it.

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    • Ben78
    • February 2, 2021

    Greetings,

    If the comment is from the profile of an agent, it doesn't matter how the ticket is created. It will not initiate the first reply time SLA target until someone with an end-user profile makes a public comment.

    My apologies as I can tell that isn't what you were looking to hear. Please let us know if we can assist further.

     

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