Goals and conditions not set in existing SLA

Question

When selecting an existing SLA, the goals and conditions are not being carried over.
Is this possible, or am I missing something?

The first image shows the created SLA

The second image shows the selected SLA without any goals or conditions.

Who can help me resolve this?

Alina Kurinna _SaaSJet_ · Answer

@stefan-lochten

Thank you for reaching out!

You're right to clarify this. Internal comments should not affect the Time to First Response metric, as they are not visible to the customer and do not count as the first external interaction. To ensure this behavior, the SLA should be configured to start tracking only when an agent adds a public comment, while internal comments remain excluded from the calculation.

I recommend contacting our support team for more precise guidance tailored to your specific setup. They will assist you in configuring your SLA metrics correctly and help resolve any questions you might have.

You can also explore our documentation, where step-by-step instructions guide you through setting up and managing SLAs.

We're here to ensure you get the most out of SLA Time and Report!

stefan-lochten · Answer

Hello @Trudy P Claspill ,

Yes, that is indeed the path I'm following. It feels a bit strange that you can select something that is essentially just a name, without any predefined goals or conditions attached

stefan-lochten · Answer

Hi @Alina Kurinna _SaaSJet_ ,

Thanks for your response!

We've successfully installed the plugin, and I'm now wondering how to set up the 'Time to First Response' metric. Specifically, how should it account for internal comments? Since internal comments are also counted as responses, I want to ensure that the configuration reflects the intended behavior.

Looking forward to your input!