I have a problem with how resolution time is  calculated using SLA.

 

Consider the scenario with a "GENERAL CUSTOMER SLA" according to the following:

Priority: LOW

Resolution time: 12 hrs

Priority: MEDIA

Resolution time: 6  hrs

Priority: HIGH

Resolution time: 4  hrs

 

We consider that the SLA runs in CALENDAR HOURS, calculates the resolution time fromthe time of creation of the Ticket and with the following conditions:  when the Ticket is CREATED or when the PRIORITY field is updated.

Now let's consider the following sequence of hourly events:

7:00 hrs. The ticket received by email is created, with LOW priority and the SLA is executed so the expiration time of the ticket is determined at 19:00 hrs (12 hrs after) on the same Monday day.

 

8:00 hrs.  The ticket is reviewed by an agent and notes that it does not have the attachments it mentions and therefore cannot accurately determine the problem it reports, so the agent sends response to the client requesting    the corresponding information and the ticket is put is ON HOLD status.

 

9:00 hrs. The customer's response is received and  the ticket goes into the OPEN state and the resolution time is calculated again by setting it at 20:00 hrs on the same Monday, i.e. it goes from 19:00  hrs  to 20:00  hrs because it increases the WAIT time which was 1 hour.

9:00 hrs. The agent reviews the information received by the client and the agent  determines that the ticket priority should not be LOW but MEDIA so it updates the PRIORITY field to MEDIA and at that time the SLA runs again and sets the resolution time to 13:00  hrs on the same Monday  (6hrs later,  calculated from the ticket creation time).

This is where the error is generated with the resolution time calculation. The new ticket resolution time when passing it from LOW priority to MEDIA should be at 14:00  hrs and not at 13:00  hrs as calculated  by Zoho  Desk, this because it should increase the time that the ticket was ON HOLD that it was 1 hr; as was done at the time the ticket passed from the ON HOLD state to the OPEN state upon receiving the customer's response.

 

This error is also not corrected when choosing that the resolution time is calculated from the ticket modification time and not from the ticket creation time. Because if we take into account the same scenario and position ourselves at the time the priority of the ticket was changed to MEDIA that was at 9:00 hrs  (2 hrs after the creation of the ticket), the SLA would run and the resolution time would set it at 15:00  hrs, which is also incorrect, since the resolution time should be at 14:00  hrs as explained  above.

 

I have not found a way to set up ZOHO DESK to get the correct calculation, if there is any other method or way to calculate the resolution time according to this requirement that I consider please tell me.

 

Thank you.