Right now there’s only an estimated timeframe for when an SLA will expire, like 2 hours for example. There’s no way to see the exact time that it will expire which is extremely frustrating. We need to play mental gymnastics at the end of the day or on a Friday to look at when a customer last responded, then calculate the exact time that it will expire, then do the same thing for all tickets with an SLA. Zendesk lets you hover over it and it shows the exact time it will expire- super easy and efficient. Please please please make this a feature so we don’t have to do more work to figure out when we have to respond by.
Submitted
Ability to see the exact time that an SLA will expire
+4It hasn’t necessarily been an issue for us. It would be nice to see the calculated time that it’ll expire. But we have ours set for our office hours. So if we know it’ll expire after we’re gone, the SLA will already say like “14 hours” instead of our typical “2 hours” toward the end of the day. But I would also benefit in certain scenarios being able to see the actual time too, as suggested.
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