Next Response Time

[Donna Dowie]

We have an SLA set for first response, which works perfectly.

I'd like to track the responsiveness of the team on subsequent responses. For example

Ticket is raised with a bug, team review it and respond to the customer within 2 hours to confirm it is a bug and they will replicate the issue. A day later the customer hasn't had an update and adds a comment requesting an ETA. I want to be able to track the time it takes for that response (and any subsequent responses to customer comments on the same ticket).

We're currently on server but moving to cloud in the next year.

[Mehmet A _Bloompeak_]

Hi @Donna Dowie

When the customer enters a comment, the issue status changes from "Waiting for Customer" to "Waiting for Support". You can get a report of how many times an issue is entered to "Waiting for Support" and "Waiting for Customer" statuses and how much time is passed on each status by using Status Time Reports app(developed by our team) and following the steps below:.

• After installing the app, create a new report and enable “Show count“(1) and choose "List each"(2) in “Report type“ field(see first image).
• Click Search button and get a report of how many times an issue has been in each status and how much time is passed on these statuses(see second image).

Hope it helps.

[Jack Brickey]

If the issue enters a new status you could effectively track this. However, a simple comment from the customer would not be a reliable method since you cannot distinguish between a comment and a question. Typically this is where we use Escalation process. The workflow has an Escalate transition exposed to the customer. This can be used to start a new SLA.

[Donna Dowie]

Thanks Jack. I can do that. Although, the thing I'm struggling with is what if they escalate twice within the lifecycle of a ticket? As it's already stopped and calculated the SLA, it doesn't start again the second time.

[Jack Brickey]

You might consider the solution here for your multiple cycle requirement- example-creating-an-sla-with-multiple-cycles . There are other solutions posted in the Community that leverage Automation for similar goals. Such as this one- SLA-reset-Client-update 

[Jack Brickey]

As @Mehmet A _Bloompeak_ a illustrates there are certainly a number of addon apps that present more advanced SLA solutions. If your organization leverages SLA reporting heavily these addons might benefit you. However, you can achieve your basic needs without an addon.