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Pausing SLA when you have a Task with an agreed date for completion

  • August 6, 2024
  • 1 reply
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P

Hi Everyone,

 

Hope the community can provide some guidance here, because I am quite stuck and could really use some advice.

 

We have our SLA's set up in Zendesk in a very basic fashion:

  • First reply must be within x number of hours dependent on ticket severity
  • Resolution within x number of hours dependent on ticket severity.

More often than I would like, our customers will log a support ticket asking for a task to be completed on a particular day - often weeks in the future. We set the due date, and have an automation to run to e-mail agents and remind them when the task is approaching.

 

However - the tickets almost always breach Resolution SLA because it's passed X number of hours, but happening on a date defined and agreed with the customer. So from my perspective, isn't really an SLA Breach because we're actioning the request on a specific date agreed by the customer.

 

Does anybody have any wise ideas on how to get around this?

 

Thanks so much,

 

Paul.

      1 reply

      Jacob20
      • Jacob20
      • August 9, 2024

      Hi @paul50 

      I like First Reply Time and Next Reply Time targets for making sure we reply to our requesters in a timely manner, and also hold our agent accountable to this.

      I don't so much like Resolution Time for the same reason you mention - a breach doesn't represent a failing on the agent's part, it is not within the agent's control when a ticket is fully resolved.

       

      To your question, you could maybe update your SLA policy to exclude ticket of the Task type, and have another policy capture these - maybe using another metric like Group SLA.

       

      I hope this helps.

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