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I’m sure nearly everyone using Next Response SLAs is dealing with Next Response being calculated and measured with it isn’t needed. Examples:

  • Customer is just replying, “Thank you.”
  • A customer cc:’s their IT ticket system, and agent replies trigger an automatic reply from that system to the ticket.
  •  The customer is having an internal conversation with their own staff by using the ticket thread. There’s nothing for an agent to do or reply to.

We haven’t figured out what to do with these other than make sure the agent objectives don’t require a 100% SLA adherence. The problem with that is agents and managers still have to look at those ticket even if just to say, “Oh, no reply needed.”

How do you all handle this?

Hi @mlewis,

 

Greetings from the Freshworks community!

 

We certainly agree that internal communications in a ticket results in next response violation. However, here are some suggested methods to prevent this from happening in the future.

1. We can always add public notes to a ticket indicating that it is a OOO email or Internal communications. In this way, the next response SLA will not be violated.

attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6NzMwMjgwODcyMzIsImRvbWFpbiI6InNub3djb25lcy5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6MjM1Nzc0OX0.xH93plRrIATWjkxhd4O2TgPx_n23_uX_IvbEoeY9HRU

2. Alternatively, we can update the status of the ticket to a SLA off status (pending for example) and the next response timer will only start once the status is updated back to SLA on timer.

Hope this helps. Feel free to add a note here incase of further clarifications.

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