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Stop Start of the SLA Timer and reporting

Related products:Freshdesk
  • June 19, 2015
  • 11 replies
  • 247 views
C
Contributor

Is it possible to report on the SLA time used by us rather than by the customer?


For example; 

If we only used the 4 built in status; Open, Pending, Resolved and Closed.

Open means the SLA timer is running

Pending means the SLA timer is stopped (e.g while waiting for a customer response)

Resolved/Closed obviously means SLA timer is stopped.


Lets say the following happens / Chronological Example:

10:00 - customer logs a ticket (ticket is open and SLA timer has started)


10:10 - we respond with a question / saying it's fixed and mark the ticket as pending (and therefore stopping the clock 

[(A) we have used 00:10 - (B) the report will show 00:10]


10:20 - the customer reponds saying it's not fixed (ticket is set back to open) 

[(A) we've used 00:10 - but (B) the reports will show 00:20]


10:30 - we respond again and set as pending 

[(A) we've used 00:20 - but (B) the reports will show 00:30]


16:00 - customer responds (ticket is set to open)

[(A) we've used 00:20 - but (B) report will show 06:00]


12:10 - we resolve the ticket and it stays resolved

[(A) we've used 00:30 - but (B) report will show 6:10 ]


Can you confirm this is how it currently works?

Can you confirm if we are able to report on (A) rather than (B) please?


Thanks in advance

Chris

11 replies

aravind.sundararajan
Skilled Expert
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Chris,


The SLA timer will be triggered from the moment when the status moves back to OPEN ( or any other custom status with SLA Timer active ) . Let me explain the SLA timer calculation as per your scenario :


10:00 - Customer logs a ticket (ticket is open and SLA timer has started)


10:10 -Agent responds back with a question / saying it's fixed and mark the ticket as pending ( Time elapsed - 00.10) 


10:20 - The customer responds back saying it's not fixed (ticket is set back to open) 


10:30 - Agent responds again and sets the status as pending ( Time elapsed - 00.10 : Time elapsed since the recent OPEN status )


16:00 - customer responds (ticket is set to open)


16:30 - Agent responds back and resolves the ticket ( SLA Timer stops ) ( Time elapsed - 00.30 : Time elapsed since the recent OPEN Status ) 


So, the resolution time will be 50 mins(10+10+30) for the ticket .


Hope this is clear.


Cheers,

Aravind.S



Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
    C
    Contributor
    • chris.phillips
    • Author
    • Contributor
    • June 19, 2015

    Thanks Aravind,


    That sounds good/like we want it but opens up 2 follow up questions


    1. To confirm the SLA's count; can you tell me how how much SLA time has been used per ticket? (Do I need a fresh plug for this or is there a report or a ticket view?)


    2. Is the resolution due date dynamic and based on this SLA?

    i.e. If the business hours are 08:00-20:00 and with a 1 day SLA, but most of the day has been waiting on the customer, will the SLA breach?

    SLA allows 12 hours (720 mins))


    Chronological Example (again because it worked well for the preceding question):


    Day 1 08:00 - customer logs ticket (we have 720 mins to resolve, the ticket should be resolved by Day 1 20:00)


    Day 1 08:10 - we respond asking them for more info, ticket is pending (we've used 10/720 mins, we should have 710 mins left)


    Day 2 08:00 - customer responds with more info


    Is the resolution time now set to 710 "business hour" minutes from this point (i.e. new resolution time is Day 2 19:50)

    OR

    Has this ticket already breached as it was due on Day 1 @ 20:00

    ?



    Thanks again and thanks in advance of the answers to the follow up questions

    Chris

    aravind.sundararajan
    Skilled Expert
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    Chris,


    • You can view the First Response Due time and the Resolution Due time for a ticket using a Freshplug but unfortunately, it is not possible to display the SLA used time . 
    • SLA calculation is dynamic and it can be configured based on either Calendar hours or Business hours .

    The SLA timer will be stopped when the reply was sent by the agent at 8:10 ( Day 1 ) and it will be resumed when the customer responds back ( Day 2 08:00 ) . Now , the agent will still have 710 minutes of Business hours to resolve the ticket.

    Let me know if you need any further information .

    Regards,
    Aravind.S



    Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
    C
    Contributor
    • chris.phillips
    • Author
    • Contributor
    • June 22, 2015

    Thanks Aravind,


    We already have/use the Freshplug for the response and resolution due times; I think the only thing missing is that ability to view the SLA time used.


    Is this something that FreshDesk will be writing a fresh plug / developing for the future?



    Thanks and kind regards

    Chris

    M
    Community Debut
    • marcel.beerden
    • Community Debut
    • November 23, 2015

    Hi,


    The question Cris asked is also applicable to us. We really would like to have insight on what SLA time is used per ticket. Since Freshdesk can count the amount of hours used for the SLA it should be possible to report on how many effective hours a ticket has been Open.


    Can you please let me know if something like this is on the Roadmap? it woul add a lot of extra value to Freshdesk. 


    Yours,


    Marcel

    D
    Community Debut
    We have a very similar requirement. We need to get the duration an agent has been working on a ticket, excluding "Waiting on Customer Response". The Ticket export (CSV)  doesn't exclude those "transactions" in its calculation.

    Have been advised today that work has been developed and is due for imminent release

    Thanks, David

     

    aravind.sundararajan
    Skilled Expert
    Forum|alt.badge.img+12

    Hello,


    The Ticket Lifecycle Report gives you the much needed insights on the number of hours spent in each status, time spent on a status in a particular group,etc. This helps you in identifying the reason for delayed resolution, particularly in scenarios where the tickets traverse across different groups in the helpdesk.


    Cheers!

    Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
    N
    Community Debut
    • nomar.carpio
    • Community Debut
    • November 15, 2019

    Good day Aravind and Fresh team, 


    I have a consult:

     

    A customer changed the status to "Waiting for customer response" (customized, with the SLA Timer OFF) and when the ticket information is exported the resolution time of the case shows 47 hours, which is as if the time had not stopped but He kept running.


     

    Is the resolution time still running when SLA timer is off?


    suprabha.somanathan
    Community Debut

    Hey Nomar, 


    Having the ticket moved to an SLA-OFF status such as 'Waiting for customer response' would only modify/increase the 'Resolution due-by' time stamp on the ticket by the number of hours or minutes the ticket was placed in this status until brought back to an SLA-ON status. This would ensure that the agent gets the right amount of time to resolve the ticket. 


    However, the resolution hours, on the ticket export from the ticket list page, would simply provide the time difference between the resolved/closed time and the created time of the ticket. 


    Hope this clarifies!

    Suprabha, Freshdesk Community
    Shawn Morrow
    Apprentice
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    • Shawn Morrow
    • Apprentice
    • November 3, 2023

    Hello,

    Will the SLA timer stop or continue to run if an agent is off that day and a customer replied to a ticket? Scenario:

    Cust sends a request at 8:00 AM Friday

    Agent responds with a question changing the status to waiting on customer(a non counting SLA status).

    Agent is off Saturday and Sunday but there are other agents in the office so we are open.

    Cust responds on Saturday at 10:00 AM

    Agent responds back at 8:00 AM Monday

    Did the SLA timer run the whole time from Saturday to Monday?

    eeha0120
    Top Contributor ⭐
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    • eeha0120Top Contributor ⭐
    • Top Contributor ⭐
    • November 8, 2023

    Hello,

    Will the SLA timer stop or continue to run if an agent is off that day and a customer replied to a ticket? Scenario:

    Cust sends a request at 8:00 AM Friday

    Agent responds with a question changing the status to waiting on customer(a non counting SLA status).

    Agent is off Saturday and Sunday but there are other agents in the office so we are open.

    Cust responds on Saturday at 10:00 AM

    Agent responds back at 8:00 AM Monday

    Did the SLA timer run the whole time from Saturday to Monday?

    Depending on your setup.

    You may set SLA to be based on Calendar Hours on or Business Hours.

     

    Elvis Henriquez
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