We track SLA in 4 categories: Critical (1 hours updates), High (1 business day updates), Medium (5 business day updates) and Low (14 business day updates).
Currently, we're facing a problem where outbound calls aren't tracked as a "response" to the customer. How can I have this triggered as a "response" per the SLA?
Phone Calls and SLA
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Hello Travis,
There is no way to have an outbound call considered a "response" on a ticket. The First Reply Time, Next Reply Time, and Periodic Update are only fulfilled by public agent comments on a ticket.
The best thing to do in this case is to instruct your agents to add a public comment on the ticket after they've made an outbound call so that it'll fulfill the SLA. This can be a good opportunity to send the customer a recap of the phone conversation or just to thank them for taking the time to talk on the phone.
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Hi Travis,
I see you have raised this request before, unfortunately at this point the response is the same. There is no way to have an outbound call considered a "response" on a ticket. The First Reply Time, Next Reply Time, and Periodic Update are only fulfilled by public agent comments on a ticket. At the moment the agent making the call will need to make a public reply in the ticket to coincide with your active SLA's. I may suggest a Macro your agents can create for Call Follow ups so they would not need to manually create a public comment for each call.
Apologies for the lack of flexibility there. I will mark this as Product Feedback on your behalf.
Have a great day!
Jason Schaeffer | Customer Advocate | Support@zendesk.com