Support different reminder approaches for different priorities
S
Steve McMillen
started a topic
about 1 month ago
The current FD SLA configuration for sending proactive alerts if the deadline is approaching is too restrictive because it only allows for a single lead time for all priorities.Let me explain.
The Background
Under SLA Policies you can set reminder as follows:
But this setting applies to ALL priorities.Below is a list of the priorities:
In case you were wondering, for our org, contract commit is only High, Medium and Low. Urgent is an internal aspirational goal.
The Problem
The first response for Urgent is 1 hour while the first response for Medium is 1 day.A SINGLE reminder time does not work well for both.15m is good for Urgent but not really good at all for Medium or Low.You would not want to wait 3d and then respond in last hour for Low Priority ticket - it shows bad faith waiting until last minute.But of course, you have no choice on Urgent level reminder.
Ideally one should be able to set 4 DIFFERENT reminder times for 1st response as follows:
Urgent: 15m,High: 1h, Medium: 4h, Low: 1d
And 4 DIFFERENT reminder times for resolution as follows:
Allow different "approaches in" for each Priority level. (or maybe just a single configuration that is a % of the time for that priority)
Allow more values for "approaches in" (just let people set # hours up to 480 or some larger number)
Allow "Assigned group" in "send reminder to"
And in Automation Form, allow someone to type in negative values (today you have to enter 0 and press down arrow to the #hours you want)
The Workaround
The workaround is to use a combination of build in SLA reminders and Automations with negative times.I was not sure at first this would work but I tested and confirmed that using negative value in "Hours since first response" or "Hours since ticket overdue" dose indeed work.Because the SLA reminder times are quite short (ranging from 30m to 8h) then its best to use SLA Reminder configuration for Urgent and High and use Automations for Medium and Low.This is described below.
Set Longer Reminder Times
Use a reminder time in SLA that works well for the Urgent and High SLA Targets and set Automations to send reminder for Medium and Low SLA Targets.
SLA Reminder times:
Values used are a compromise between the Urgent and High priorities
Create Automation using negative time values
Use a reminder time that works well for the Medium and Low SLA Targets.For example:
Automation Rule
Conditions
SLA 1st Response Approaching Agent/Medium
Priority = Medium
Status is not Resolved, Closed, Waiting on Customer
Hours since first response due = -2
SLA Resolution Approaching Agent/Medium
Priority=Medium
Status is not Resolved, Closed, Waiting on Customer
Hours since overdue = -48
SLA 1st Response Approaching Agent/Low
Priority=Low
Status is not Resolved, Closed, Waiting on Customer
Hours since first response due = -48
SLA Resolution Approaching Agent/Low
Priority=Low
Status is not Resolved, Closed, Waiting on Customer
Steve McMillen
The current FD SLA configuration for sending proactive alerts if the deadline is approaching is too restrictive because it only allows for a single lead time for all priorities. Let me explain.
The Background
Under SLA Policies you can set reminder as follows:
But this setting applies to ALL priorities. Below is a list of the priorities:
The Problem
The first response for Urgent is 1 hour while the first response for Medium is 1 day. A SINGLE reminder time does not work well for both. 15m is good for Urgent but not really good at all for Medium or Low. You would not want to wait 3d and then respond in last hour for Low Priority ticket - it shows bad faith waiting until last minute. But of course, you have no choice on Urgent level reminder.
Ideally one should be able to set 4 DIFFERENT reminder times for 1st response as follows:
And 4 DIFFERENT reminder times for resolution as follows:
Same applies for the Resolution target reminder.
@Freshworks Team, please take this into consideration. Asks:
The Workaround
The workaround is to use a combination of build in SLA reminders and Automations with negative times. I was not sure at first this would work but I tested and confirmed that using negative value in "Hours since first response" or "Hours since ticket overdue" dose indeed work. Because the SLA reminder times are quite short (ranging from 30m to 8h) then its best to use SLA Reminder configuration for Urgent and High and use Automations for Medium and Low. This is described below.
Set Longer Reminder Times
Use a reminder time in SLA that works well for the Urgent and High SLA Targets and set Automations to send reminder for Medium and Low SLA Targets.
SLA Reminder times:
Create Automation using negative time values
Use a reminder time that works well for the Medium and Low SLA Targets. For example:
Automation Rule
Conditions
SLA 1st Response Approaching Agent/Medium
SLA Resolution Approaching Agent/Medium
SLA 1st Response Approaching Agent/Low
SLA Resolution Approaching Agent/Low
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