NOW AND ZEN TIMER REVIEW UPDATE
The Periodic update time uses the agent's public comment as a starting point and Graphic shows how these metrics fit in with the lifecycle of a ticket. The First reply time and Next reply time metrics typically use an end-userĬomment as starting point, and a public agent response as an end point. Tickets is in the New, Open, and On-hold statuses, pausing when the ticket is put into Pausable update is the time between each public comment from agents when the.The periodic update time will not start until an agent makes another comment. Periodic update time is the time between each public comment from agents,ĭisplayed in minutes.Next reply time is the time between the oldest unanswered customer commentĪnd the next public comment from an agent, displayed in minutes.For details, see Defining OLA policies using internal SLAs and child Note: SLA first reply time targets for side conversation The SLA first reply time target starts at their comment and runs Reply can start after a public agent comment. The SLA first reply time target is immediately satisfied. Reply time target runs from the public end-user comment to the next public The SLA first reply time target does not start until the first publicĬomment by an end user after the ticket is made public. This is the most common workflow and typical The SLA first reply time target starts at their comment and runs until If you apply or change an SLA target that is already breached, the breach will be recordedĪt the time of the update. Tickets set to Solved immediately fulfill all active SLA targets. The mergeĪction appears as an internal update on the newer ticket, which doesn’t meet or change any The newer ticket proceeds with its own SLA. When you merge an older ticket with an SLA into a new ticket, the older ticket’s SLA state Information after a ticket update that affects the SLA, such as a priority or schedule In both of those cases, the ticket will receive the new Or, alternatively, you may have updated the targets for the Since that ticket was last updated, it’s possible that the ticket will receive that new
If you’ve created a new, more restrictive policy Ticket will be updated to reflect the priority. Haven’t modified your SLA policies since that ticket was last updated, the targets on the If your ticket has changed in priority but you In most cases when a ticket is updated, the ticket will match the exact same policy that’sĪlready applied and nothing will change. Have been applied to a ticket and in what order, see Viewing which SLA policies have been applied to a For details about how policies are ordered, see Ordering SLA policies. The first policy we find whose conditions are satisfied by the Starting at the top of your list of policies and moving down, we compare the conditions on When a ticket is created or updated, it runs through all of your normal triggers you’veĪlready set up in your Zendesk Support instance.
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