首先回复时间SLA适用于创建的票Talk Voicemails
Right now, tickets created from Talk voicemails do not have the First Reply Time SLA target applied because they lack an initial public comment. However, a voicemail left by the customer is essentially a "public comment" in that it is the initial ticket requestdirectly from the customer(just via a different channel).
Our company's new customer service policy states that we will provide a human response within 2 business hours to tickets opened by customers, regardless of the channel (email, widget, or voicemail). We really need Zendesk's SLA logic to apply the First Reply Time target to tickets created by voicemails. Otherwise, they will be missed, and we will be on the hook for missed SLAs with our customers.
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Having run into this same limitation of Zendesk - I've found a kludgy workaround:
- create a new SLA policy that targets channel voicemail, and applies only if a specific tag (hasInitialResponse) is not present. This SLA measures Requester Wait Time (which does apply to tickets created from Talk voicemails.)
- create a trigger that adds the hasInitialResponse tag to any ticket that has a public comment.
Effectively this means that the voicemail SLA will track (and be in violation) if there is no comment before the SLA period. Once someone comments (which is effectively a First Reply), the voicemail SLA will not apply, and regular SLAs will, but they will work effectively now.
I'm sure this will break reporting and other things, and its a bit of a fragile hack, so definitely still need Zendesk to fix this limitation.
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Thanks for posting this workaround, Steve!
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@...would love an upvote on this feature request, as its related.
[TALK] Feature Request(s): Custom attributes for logical conditions/triggers, automations, SLAs and KPI metrics are unavailable and far overdue -
Done!
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This is amazing, thank you Steve! Our company is setting SLAs around missed VMs and this work around works just as you described. This is definitely a blind spot Zendesk should fix so we can include it in our reporting on Explore.
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Hi Steve,
This is something I'm trying to do for missed chats & missed calls. Do you have any screenshots of the trigger/SLA set up so I can see how it is set up? I have set up both a trigger and SLA and for some reason it doesn't seem to be working. Thank you!
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Sure:
And the trigger:
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We have different (but similar) SLA policy for non-premium support voicemail.
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We have followed these directions to a T and still cannot seem to get this SLA to function as described. Anyone else have difficulties with this?
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Hi Josh, and welcome to the community! There are some SLA troubleshooting tips here, can you give these a try?How can I troubleshoot common SLA issues?
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Josh Rogers, I've found that it won't work if you have the voicemails set to an internal note. I don't know if that is your case, but suspect it could be.
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@...thanks for the article recommendation. Took a spin through and none of the use cases seem to be applicable. What's really odd is that the SLA Policy shows as applying to the ticket
But no SLA presents in the queue for measurement
Justin Wcan you point me in the direction of an article on your thoughts? I do not think these are set as a private comment but would like to confirm and potentially troubleshoot.
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Josh RogersFrom your screenshot, it does look you are using the public setting; so, never mind my previous comment. As an FYI, it is possible to have them be internal (yellow background) instead.
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Hey there! Unfortunately, the work around that Steve provided is not working for me either - Similar the issues Josh mentioned above.
This is an essential function of our service that goes often missed by our team members due to not having an SLA time so it would be amazing to have SLA apply here.
Pleasesign into leave a comment.
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