Finally started playing today, but fight with the time first reply option. Many of our tickets are registered in a customer`s name (sometimes by agents elsewhere) and we must receive a first response within 2 hours. What I don`t understand is why the SLA-Timer works differently from the first measurement of repeatable time (support.zendesk.com/hc/en-us/articles/205951808-Calculating-first-reply-time) – the metric works perfectly for us when we treat the original description as separate from an answer. Now that you have made ALS a part of your workflow, you need to prepare for it if things do not work, that is, violations. The term refers to the breach of a service level contract, as in “violation.” You can set ALS service goals in Zendesk support so that you and your agents can monitor your service level performance and achieve your service level goals. Zendesk Support highlights tickets that don`t meet service level goals, allowing you to detect and resolve problems quickly. An ALS or service level agreement is a written agreement that sets support standards – in short, a guarantee of after-sales service. Does it have an impact on others? I have requested features to reflect this: support.zendesk.com/hc/en-us/community/posts/205240698 We have an incremental stopping point for ALS injury and we respond to events: developer.zendesk.com/rest_api/docs/core/ticket_metric_events (j) the unavailability of components of the Zendesk Sunshine Conversations and Zendesk Sunshine Conversations API, which are not essential to providing Zendesk Sunshine conversation messages between the subscriber`s app and end-users, such as.B. Have you ever ordered at a pizza place because it guarantees that your meal will be delivered in 30 minutes or less? Then you already understand the appeal of a strong service level agreement. (a) Zendesk Sunshine Conversations provides technical support to the subscriber during business hours (defined as Monday to Friday from 9 a.m. to 8 p.m. Eastern Time). Assistance is provided by email, chat or phone and includes access to a designated support technician.
For general problems and requests, Zendesk Sunshine Conversations guarantees a 4-hour response time during business hours and for disrupted service from the Zendesk Sunshine Conversations platform or Zendesk Sunshine Conversations API, Zendesk Sunshine Conversations guarantees a response time of 2 hours during business hours. (d) “service level” or “ALS,” the performance standards for the level of service described in Section 3 of this Schedule I. Your customer support team probably shouldn`t promise people free pizza if their call isn`t resolved in less than thirty minutes, but making other types of warranties could really pay off. The best SLAs will help you define your team`s service goals and build your company`s reputation for fantastic support. Because once you`ve outlined certain goals, it`s easier to honestly satisfy your support team and satisfy your customers. You can set ALS service goals for five different metrics: initial response time, next response time, periodic update time, experimenter wait time, and agent`s working time.