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我可以暂停SLA定时器或重置certai下吗n conditions?

Ricardo Pinto
  • Edited
Zendesk Digital Resources Team

Question

Is it possible to pause the SLA clock or reset it under certain conditions?

Answer

It's not possible to reset the clock of the SLA counter. If you set aschedulein your account and if you built the SLA policy to respect business hours, the SLA badge will consider the time outside of business hours and holidays. For more information, see this article:Why do I see differences in SLA target hours?

If you are using any of the below SLA metrics, you may be able to pause the clock:

  • Requester wait time:the SLA pauses onpending.
  • Agent work time:the SLA pauses onpendingand on-hold.
  • Pausable update: the SLA pauses onpending.

If you are using any other metric, it is not possible to stop the SLA clock from running.

Note:If you use the ZendeskAgent Workspace, you canactivate custom ticket statusesand create a new custom ticket status that corresponds to one of the ticket status categories(New, Open, Pending, On-hold, Solved) The SLA metrics will use the status category if custom ticket statuses are enabled.

As a workaround, you can create different policies with different targets that apply to tickets according to different conditions.For more information about SLAs, see the article:Defining and using SLA policies.

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    6 Comments

    • Soukaina Najjari

      Hey,

      I really need to pause the SLA on my On hold and Pending tickets, please assist with that. I can't find any great example for an SLA policy already done.

      Here is the current SLA policy of my company

      Please advise how to pause and what minutes to add in the Pausable update and agent work time.

      0
    • Jacob the Moderator
      Community Moderator

      Hi Soukaina,

      You can pause your SLAs using a trick I like to call theDavid Walker maneuver. But I would recommend that you have either a fallback SLA to catch tickets in On-hold status or set up an automation to notify and/or change status back to open after some time has elapsed, so they don't get lost.

      Since status isn't one of the conditions you can apply for SLA policies, what you could do instead is have a tag "status_on_hold" as an ALL condition for your policy, and have triggers add and remove said tag as tickets move into and out of the on-hold status.

      For instance:

      1. Trigger 1: ALL Condition: Status Changed to On-hold. Action Add tags status_on_hold.



      2. Trigger 2: ALL Condition: Status Changed from On-hold. Action Remove tags status_on_hold.

      Hope that helps.

      3
    • Natalie_Lorente

      I've set this up, but I'm finding 2 or 3 responses later in the conversation that 'pausable update' is suddenly triggered again when the ticket was not put in pending in the last few back and forth between the rep and the customer.
      Any idea what could be triggering 'pausable update' in this case?

      0
    • Dane
      Zendesk Engineering
      Hi Natalie,

      Pausable update will be triggered everytime your agent replies on a comment by the requester and set the ticket on New, Pending or On-Hold status. The pending status will only pause the active Pausable update. If in a new ticket, your agent added a comment and submitted it as Pending afterwards, Pausable Update will not apply.

      For more information please refer toDefining and Using SLA Policies.
      0
    • Raniery

      Jacob the Moderatorthank you so much for your workaround. Work wonders!

      0
    • Jacob the Moderator
      Community Moderator

      Raniery, Thanks for letting me know it helped you, appreciated

      0

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