How to avoid failing an SLA when the customer's reply becomes an internal note?

Question

How can I avoid tickets failing to get an SLA when a customer replies, and their message becomes an internal note?

Answer

To prevent a ticket failing an SLA when a customer's reply becomes an internal note, you need to customize your SLA policy. The Next reply time metric measures the time between the oldest unanswered customer comment and the next reply from an agent.

To define advanced SLA settings:

In Admin Center, click Objects and rules in the sidebar

Select Business rules > Service level agreement

You can define a new SLA policy or edit an existing one

In the editing page, under SLA metrics > Reply metrics, click Add target > Next reply time

Click Advanced settings

Check to enable When any end user replies to a ticket and that reply is added as an internal note. The replying end user does not need to be the ticket requester. This can be helpful when there are other end users who reply to a ticket that they’re CCed on.

Define the time between the oldest, unanswered customer comment and the next public comment from an agent, displayed in minutes

Click Add to save the settings

Click Save policy to update the SLA policy