trying to understand the logic without sucess.
When a ticket is open, it's SLA start ticket - so far so good.
My agent closes the ticket - meet SLA ans so forth - all good
Now, the customer is replying back o the ticket (via email) even saying "thnx" - the ticket is re-opened and SLA is counting again from the place it stooped on the "solve" stat.
IMO - after solve, SLA should start from 0 again
any hint from other? what do you do with re-open stages?
This is a tough one. You could address this a few ways though - setup a trigger to notify on re-open. An extra nudge to your agents that a ticket is re-opened can minimize this impact.
You could also set these tickets to re-open and be placed in an on-hold status and use an agent work metric for solve times. This would allow for you to define a process that doesn’t impact your SLA clock. You’d just want to be careful of missing important updates from your customers.
You could also look at next reply metrics. Maybe you don’t need to solve a ticket in X days. Maybe you just need to respond to customer inquiries quickly. In that case, a next reply metric wouldn’t cause your SLA to fail, it would start a new SLA clock and your past success would still be captured.
I would lean towards the first one based on what my experience has been. In most cases our tickets have been “solve in X days” type metrics. Re-opens can destroy this. We have our team address them quickly (and watch eachother’s tickets to prevent a vacation or day off from being the culprit.
We also work from a view that is sorted by Next SLA Breach. This shows us the next ticket that is going to breach. If we met an SLA and it’s re-opened it goes back in line exactly where it would fall. We may lose some time on fulfillment, but we have a much higher chance of solving that ticket before it misses this way because our whole team monitors the same view and solves based on next SLA breach (and they can also see assigned tickets that are moving up the list and nudge those in the event of a “thanks” update).
Hope this helps!
+10000!!!
Please Zendesk should provide a solution for this, it's not a super unusual request...Every time we open the ticket, the SLA should start from 0.
Hey Brett
For us it would be realy useful. As agent we try to answer in the first hour that we receive the ticket. We also want to be able to do this when the customer has answered. But now we don't have a good overview of tickets that are reopened. For the moment when a ticket is reopened, the SLA continues to count and can increase to several days.
Thank you for the follow-up.
Thanks for the additional information Merel!
I'll be sure to pass this along to our PM's so they're aware of this need.
Cheers!
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Hey Merel,
At this time there's no way to restart the SLA back to 0. Do you happen to have a use case where this feature would be useful? I'd like to pass this along to our Product Managers with any additional information.
Let me know!