Currently Zammads SLA calculation only cares for communication articles.
This means phone or email articles but not public notes.
However, Our customers all have a customer login and primarily submit support requests this way, which is why our team actively works with public notes. Therefore, public notices should be considered a trigger factor for SLA compliance.
Our service agents currently always have to select “call” instead of note, which logically makes no sense.
→ Please also apply SLAs to public notes or at least give this option in the SLA settings
Your Zammad environment:
Average concurrent agent count: 20
Average tickets a day: 30-60
What roles/people are involved: costumers & agents
I’m not sure if I understand the question correctly.
We have tested it in our system. “Public notes” articles to our customers do not trigger compliance with the SLA “First Response”, this is only the case if “email” or “call” is selected. This is also what it says in the Zammad admin documentation. In the hidden part of the Zammad admin section I found that I would need to make some configurations via the Console to count public notes towards SLAs (Working with ticket articles — Zammad System Documentation documentation)
I have never done something like this before, hence my question is this even possible with a hosted version? If yes, where can I geht some guidance?