Hi all,
I have created an SLA policy with the following:
First reply time:
We need to update our clients every hour, should I put this at Periodic update? or next reply time?
Now I would like to see all the SLA's countdowns in my view. However I can only see the 'resolution time SLA'. How to solve this?
Hi Bjorn,
Once the First reply time is already fulfilled, the countdown timer showing on the view for this target will also disappear.
With regards to needing to update your clients every hour, it really depends.
Next reply time is measured from the oldest unanswered customer comment and stops when an agent makes a public comment. So this is good to use if the every-hour update you're planning is starting from an end-user message.
Periodic update on the other hand measures the time between each public comment from agents. Think of this as how often you want your customers to be provided updates from your team. This metric uses the agent’s public comment as a starting point and resets after each public comment an agent makes. This is good to use if you want to provide an hourly update regardless if there is a message from your end-users or not.
You can check the article Defining SLA policies for more info.
Hope this helps.
Hi, many thanks for your reply. The first time reply doesn't show in my SLA column.
Granted.
View: Your unsolved tickets
ticket: 987654321
The First time reply doesnt show and the 1hr customer update SLA does not show. Only the total resolution time
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
In order to investigate your issue further, I'll need to take a look inside your account. Right now the Account Assumption feature is disabled, but if you change the account assumption setting to “Enabled” you can grant me temporary access to troubleshoot the issue within your account. Please note that when you change the setting of this feature, all administrators listed on your account will receive a notification email.
If you’d like to enable this, please follow these instructions to access your settings. It would be very helpful if you were able to set access to at least “one week” in the event that this ticket needs more time to be assisted. Once enabled, please respond to this ticket and I'll be happy to help the best I can.
Please also provide a sample ticket and the name of the view that I need to check.
Thank you.