Subject: Re: SLA timer is not working properly
From: Pritish Nandi <[email-masked]>
To: Ashish Dabral <[email-masked]>
Cc: saurabh <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, Pravesh Singh <[email-masked]>
Date: Tue, 19 Jul 2022 07:50:14 -0700 (MST)

Hi Ashish, 

Thank you for the clarification. This is helpful. 

Regards, 
Pritish 

From: "Ashish Dabral" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Pravesh Singh" <[email-masked]> 
Sent: Monday, July 18, 2022 2:08:18 PM 
Subject: Re: SLA timer is not working properly 

Hi Pritish, 

As I can see the the issue is not with the zendesk. However, on these tickets agent replied to the customer in Pending status the ticket did not come in Open status. 

For example: - #233150 

Sven replied to the customer on Monday 11th July and the put the ticket on Pending. And again replied on Wednesday 13th July (Still ticket status was Pending). The below automation ran on the mentioned ticket that's why ticket opened on the same day 

Please informed agents that they should basically wait until open status or manually change once to open and then back to pending. 

Regards, 
Ashish Dabral 

From: "Pritish Nandi" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "hnyr" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Pravesh Singh" <[email-masked]> 
Sent: Friday, July 15, 2022 8:43:51 PM 
Subject: SLA timer is not working properly 

Hi Ashish, 

This is to escalate an ongoing issue with Zendesk where the pending tickets are open beforehand the SLA time. 

For example - If I reply to a ticket today and set SLA date for Wednesday, it will open within 24 hours which shows incorrect count of open tickets in agent's queue and he needs to again put them in pending. 

233150 
233464 
233150 
229772 
233846 

Regards, 
Pritish Nandi