Do not count automate customer response for SLA

Question

As part of our approval process, we send communications to the requester letting them know we have sent an approval request to someone.

As this is a customer response, it's saying the Response SLA is met. How can I get it to ignore the automated comms and wait for an actual agent to respond?

Myles Boyd · Answer

When the ticket is created, automations based on request type set the approvers. The same automation sends a customer comment, confirming their request needs approval and it has gone to ......

Alina Kurinna _SaaSJet_ · Answer

Hi @Myles Boyd !

I understand that you're encountering an issue where the 'Time to First Response' SLA doesn't stop when an agent adds a public comment for the customer. If that's the case, I recommend trying SLA Time and Report, developed by my team. This add-on offers more flexible SLA configurations, allowing you to precisely control when the SLA should start, pause, or stop based on specific actions.

To achieve this, you can configure the SLA so that the timer stops after the agent's first response. To do this, select the "Comment: For customers" field in the Pause condition. When an agent adds a public comment, the SLA timer will stop.

Here’s an example of how it looks in the configuration:

In addition, you’ll be able to effectively track and monitor SLA metrics in real-time and generate reports to analyze performance, identify trends, and optimize your team's workflow for better SLA compliance.

The documentation provides a straightforward guide on how to configure this rule. If you have any additional questions, feel free to reach out — I’ll be happy to help!

Marc -Devoteam- · Answer

Hi @Myles Boyd

How is this setup and can you add examples of the sent communications?

Are there automation rules in play, that might sent the SLA met communication?