Working with Alternative Service Plans with Specific Support Hours

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It is possible that as an alternative to multiple regions, there might be a series of service plans under which a customer can expect to receive support within alternative business hours, e.g. bronze, silver, gold, platinum.

Under these circumstances the BHRegion custom field can be used to hold field options that represent each of the service plans against which the alternative business hours can be maintained as described in Configure Business Hours for each Region.

This might go hand in hand with an alternative SLA for each service plan to also determine response times for a Ticket when a customer has subscribed to each plan.

Setup an SLA for each Service Plan

It is possible that there is a need for multiple alternative SLA's covering different types of Ticket (e.g. Questions, Bugs) or or even different service plans (e.g. bronze, silver, gold, platinum).

Should this be the cased then The SLA Specifications tool allows the introduction and maintenance of multiple alternative SLA's (1).

Create a Custom Field to Maintain Multiple Alternative SLA's

In order to introduce the ability to capture multiple SLA's it is necessary to create a custom ticket field drop-down named SLA (1) and record an Field Option for each SLA (2).

It is important to name this custom ticket field precisely in order that the SLA Assistant tool can recognize the existence of the options.

Configure the Alternative SLA's

Once the SLA's are presented for use in the SLA Specifications tool it is possible to create or update the associated timers as described in Setup Timers for Each Stage in the Ticket Life Cycle, submitting the form to confirm updates and switching between SLA's using the drop-down (2) as required.

*Note: if the new SLA option values don't immediately show up in the list of SLA Specifications please refresh your web browser page. If the values still don't appear it might be necessary to reset the cache.

However, it is possible that for an alternative SLA there is a single set of timers based on events, regardless of the Ticket priority (3).

Under these circumstances the matrix is reduced to a single dimension for the purposes of recording details of each timer (4).

It is also possible to set the names of of each timer so that the labels differ in the SLA Assistant for each alternative SLA Specification.

Select the Appropriate SLA for a Ticket

Having completed the SLA Specifications configurations it is possible to select the appropriate option from the SLA drop-down (1) to determine which set of specifications will be used to manage and report on the SLA for the Ticket.

However, it is usually the case that this field will be hidden on the form to prevent the submitter setting their own SLA in which case it should be set automatically using an alternative approach:

The most practical method of achieving this is by applying a tag to an Organization (1)  that match the tag for the corresponding option value in the SLA custom drop-down.

These tags will be inherited by all users assigned to the organization (2) and in turn will be automatically applied to all tickets submitted by the user, thus assigning the SLA specifications to the ticket.

Following the introduction of Custom Organization Fields in zendesk, the tags can now be applied and managed through the use of a custom field drop-down that replicates the equivalent field held against the ticket.

Working with Alternative Service Plans with Specific Support Hours

Sub Banner

Working with Alternative Service Plans with Specific Support Hours

It is possible that as an alternative to multiple regions, there might be a series of service plans under which a customer can expect to receive support within alternative business hours, e.g. bronze, silver, gold, platinum.

Under these circumstances the BHRegion custom field can be used to hold field options that represent each of the service plans against which the alternative business hours can be maintained as described in Configure Business Hours for each Region.

This might go hand in hand with an alternative SLA for each service plan to also determine response times for a Ticket when a customer has subscribed to each plan.

Setup an SLA for each Service Plan

It is possible that there is a need for multiple alternative SLA's covering different types of Ticket (e.g. Questions, Bugs) or or even different service plans (e.g. bronze, silver, gold, platinum).

Should this be the cased then The SLA Specifications tool allows the introduction and maintenance of multiple alternative SLA's (1).

Create a Custom Field to Maintain Multiple Alternative SLA's

In order to introduce the ability to capture multiple SLA's it is necessary to create a custom ticket field drop-down named SLA (1) and record an Field Option for each SLA (2).

It is important to name this custom ticket field precisely in order that the SLA Assistant tool can recognize the existence of the options.

Configure the Alternative SLA's

Once the SLA's are presented for use in the SLA Specifications tool it is possible to create or update the associated timers as described in Setup Timers for Each Stage in the Ticket Life Cycle, submitting the form to confirm updates and switching between SLA's using the drop-down (2) as required.

*Note: if the new SLA option values don't immediately show up in the list of SLA Specifications please refresh your web browser page. If the values still don't appear it might be necessary to reset the cache.

However, it is possible that for an alternative SLA there is a single set of timers based on events, regardless of the Ticket priority (3).

Under these circumstances the matrix is reduced to a single dimension for the purposes of recording details of each timer (4).

It is also possible to set the names of of each timer so that the labels differ in the SLA Assistant for each alternative SLA Specification.

Select the Appropriate SLA for a Ticket

Having completed the SLA Specifications configurations it is possible to select the appropriate option from the SLA drop-down (1) to determine which set of specifications will be used to manage and report on the SLA for the Ticket.

However, it is usually the case that this field will be hidden on the form to prevent the submitter setting their own SLA in which case it should be set automatically using an alternative approach:

The most practical method of achieving this is by applying a tag to an Organization (1)  that match the tag for the corresponding option value in the SLA custom drop-down.

These tags will be inherited by all users assigned to the organization (2) and in turn will be automatically applied to all tickets submitted by the user, thus assigning the SLA specifications to the ticket.

Following the introduction of Custom Organization Fields in zendesk, the tags can now be applied and managed through the use of a custom field drop-down that replicates the equivalent field held against the ticket.

Working with Alternative Service Plans with Specific Support Hours

Sub Banner

It is possible that as an alternative to multiple regions, there might be a series of service plans under which a customer can expect to receive support within alternative business hours, e.g. bronze, silver, gold, platinum.

Under these circumstances the BHRegion custom field can be used to hold field options that represent each of the service plans against which the alternative business hours can be maintained as described in Configure Business Hours for each Region.

This might go hand in hand with an alternative SLA for each service plan to also determine response times for a Ticket when a customer has subscribed to each plan.

Setup an SLA for each Service Plan

It is possible that there is a need for multiple alternative SLA's covering different types of Ticket (e.g. Questions, Bugs) or or even different service plans (e.g. bronze, silver, gold, platinum).

Should this be the cased then The SLA Specifications tool allows the introduction and maintenance of multiple alternative SLA's (1).

Create a Custom Field to Maintain Multiple Alternative SLA's

In order to introduce the ability to capture multiple SLA's it is necessary to create a custom ticket field drop-down named SLA (1) and record an Field Option for each SLA (2).

It is important to name this custom ticket field precisely in order that the SLA Assistant tool can recognize the existence of the options.

Configure the Alternative SLA's

Once the SLA's are presented for use in the SLA Specifications tool it is possible to create or update the associated timers as described in Setup Timers for Each Stage in the Ticket Life Cycle, submitting the form to confirm updates and switching between SLA's using the drop-down (2) as required.

*Note: if the new SLA option values don't immediately show up in the list of SLA Specifications please refresh your web browser page. If the values still don't appear it might be necessary to reset the cache.

However, it is possible that for an alternative SLA there is a single set of timers based on events, regardless of the Ticket priority (3).

Under these circumstances the matrix is reduced to a single dimension for the purposes of recording details of each timer (4).

It is also possible to set the names of of each timer so that the labels differ in the SLA Assistant for each alternative SLA Specification.

Select the Appropriate SLA for a Ticket

Having completed the SLA Specifications configurations it is possible to select the appropriate option from the SLA drop-down (1) to determine which set of specifications will be used to manage and report on the SLA for the Ticket.

However, it is usually the case that this field will be hidden on the form to prevent the submitter setting their own SLA in which case it should be set automatically using an alternative approach:

The most practical method of achieving this is by applying a tag to an Organization (1)  that match the tag for the corresponding option value in the SLA custom drop-down.

These tags will be inherited by all users assigned to the organization (2) and in turn will be automatically applied to all tickets submitted by the user, thus assigning the SLA specifications to the ticket.

Following the introduction of Custom Organization Fields in zendesk, the tags can now be applied and managed through the use of a custom field drop-down that replicates the equivalent field held against the ticket.

Working with Alternative Service Plans with Specific Support Hours

Sub Banner

Working with Alternative Service Plans with Specific Support Hours

It is possible that as an alternative to multiple regions, there might be a series of service plans under which a customer can expect to receive support within alternative business hours, e.g. bronze, silver, gold, platinum.

Under these circumstances the BHRegion custom field can be used to hold field options that represent each of the service plans against which the alternative business hours can be maintained as described in Configure Business Hours for each Region.

This might go hand in hand with an alternative SLA for each service plan to also determine response times for a Ticket when a customer has subscribed to each plan.

Setup an SLA for each Service Plan

It is possible that there is a need for multiple alternative SLA's covering different types of Ticket (e.g. Questions, Bugs) or or even different service plans (e.g. bronze, silver, gold, platinum).

Should this be the cased then The SLA Specifications tool allows the introduction and maintenance of multiple alternative SLA's (1).

Create a Custom Field to Maintain Multiple Alternative SLA's

In order to introduce the ability to capture multiple SLA's it is necessary to create a custom ticket field drop-down named SLA (1) and record an Field Option for each SLA (2).

It is important to name this custom ticket field precisely in order that the SLA Assistant tool can recognize the existence of the options.

Configure the Alternative SLA's

Once the SLA's are presented for use in the SLA Specifications tool it is possible to create or update the associated timers as described in Setup Timers for Each Stage in the Ticket Life Cycle, submitting the form to confirm updates and switching between SLA's using the drop-down (2) as required.

*Note: if the new SLA option values don't immediately show up in the list of SLA Specifications please refresh your web browser page. If the values still don't appear it might be necessary to reset the cache.

However, it is possible that for an alternative SLA there is a single set of timers based on events, regardless of the Ticket priority (3).

Under these circumstances the matrix is reduced to a single dimension for the purposes of recording details of each timer (4).

It is also possible to set the names of of each timer so that the labels differ in the SLA Assistant for each alternative SLA Specification.

Select the Appropriate SLA for a Ticket

Having completed the SLA Specifications configurations it is possible to select the appropriate option from the SLA drop-down (1) to determine which set of specifications will be used to manage and report on the SLA for the Ticket.

However, it is usually the case that this field will be hidden on the form to prevent the submitter setting their own SLA in which case it should be set automatically using an alternative approach:

The most practical method of achieving this is by applying a tag to an Organization (1)  that match the tag for the corresponding option value in the SLA custom drop-down.

These tags will be inherited by all users assigned to the organization (2) and in turn will be automatically applied to all tickets submitted by the user, thus assigning the SLA specifications to the ticket.

Following the introduction of Custom Organization Fields in zendesk, the tags can now be applied and managed through the use of a custom field drop-down that replicates the equivalent field held against the ticket.