How to check how much time is left in the SLA counter when ticket is Pending? | Community
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How to check how much time is left in the SLA counter when ticket is Pending?

  • October 18, 2021
  • 2 replies
  • 0 views
N

Hi,

Is there a simple way to find out how much time is left on the SLA counter when a ticket is in a Pending status?

We have tickets that are in Pending status, and we have updated our SLA policies.
If we touch the tickets for them to get the new policy, we will not see how much time is left as long as the ticket is Pending.

The SLA Event Tracker app will not show the history when SLA is paused (and if it did, we would have to manually calculate all the time diffs between the different timestamps in its log.

Another method would be to show all events on the ticket and then to manually calculate all the time periods that have passed between each event that changed status.

The easiest solution would be to change the ticket's status to Open/On-Hold, get a quick glance at the SLA timer and then put back in Pending, but that is customer-facing and might alert them about that.

Is there any other way, especially one that can show it for a number of tickets and not one by one?

 

Thanks.

    2 replies

    Nhia
    • Nhia
    • October 27, 2021

    Hey Nadav,

    Thanks for raising this use case.

    You definitely raise a good point.  Whilst our native SLA badge or the SLA event tracker does not currently show the remaining SLA time whilst paused.  Have you considered another paid app that might help with what you're after?  The app is called "SLA Timers" and is developed by one of our close partners SweetHawk.  Alternatively if you have access to some developer resources you could always create your own custom app using our Zendesk Apps Framework to look up the ticket SLA metric details; calculate the remaining time and display it within the app.

    Hope that helps further with your concerns!

    N
    • Nadav12
    • Author
    • October 27, 2021

    Thank you!

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