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Completed SLA pause

Discussion in 'Kayako product feedback and suggestions' started by Armando Vasquez, Feb 29, 2012.

  1. GusThu

    GusThu New Member

    Hi ,

    We have just started using Kayako and notised that there was no "SLA_hold" option
    only "open" "In prog" and "closed".

    Does anyone have any update on what ever happened with adding this function?
  2. Gary McGrath

    Gary McGrath Staff Member

    Hi there,

    We are adding this to our next major version of Kayako, which we are working on at the moment, you can expect to hear news about it over the coming month.

  3. GusThu

    GusThu New Member

    Thanks for the quick reply Gary,

    Looking forward to work with your product :)
  4. vien

    vien New Member


    Mr. McGrath, could you please give us any hint about possible release date for the update which includes the discussed feature? The "SLA hold" option is much needed for our business.
    Maybe we're missing something, was the mentioned "major version" of Kayako already released?

  5. James McCann

    James McCann Established Member

    I've not heard anything regarding this for a long LONG time! Kayako sent out questionnaires regarding it but nothing since.
  6. Gary McGrath

    Gary McGrath Staff Member

    You can see the 1st part of our next major release live on our support site right now ( support.kayako.com ) feel free to tell us what you think.

    As we get nearer towards our beta, we will release more details, but pausing SLA's and much more are all included :)

  7. KarlH

    KarlH Member

    Heya Gary,

    Has the ability to pause an SLA via a configured ticket status (such as Hold) been added yet? If so, which version? I had a quick look through the release notes for 4.71 & 4.72 but couldn't see this feature listed.

    If it's still to be released, what version is it currently planned for, so I may keep an eye out for it.
  8. Gary McGrath

    Gary McGrath Staff Member

    Hi Karl,

    The option to pause the SLA is on our next major release, e.g. it won't be in version 4.

    We should have more information on what is coming in the next couple of weeks :)

  9. KarlH

    KarlH Member

    Cheers Gary, would you believe that I'm excited for this next release? :)
  10. cobaltje

    cobaltje Member

    Don't be excited to much. Don't be surprised if this isn't released this year.

    I know its not Gary's his fault, but they should bring some more info very soon on what the major updates include, and even when it is going to be released.
  11. KarlH

    KarlH Member

    But it's 4 years in the making, what could possibly go wrong? :)

    Once SLA pause is in place, finally we can get some worthy monthly reporting done.
  12. Jamie Edwards

    Jamie Edwards Staff Member

    Last edited: Jul 11, 2016
  13. cobaltje

    cobaltje Member

    And a sneak peek of the new interface? ;)
  14. Gary McGrath

    Gary McGrath Staff Member

  15. cobaltje

    cobaltje Member

  16. Kevin Reed

    Kevin Reed Member

    Is this functionality likely to be back-ported into Kayako Download (and if so, any time soon)? We are restricted to using the download version for the foreseeable future, but would consider this to be a massive time saving if it can be made available...
  17. Jamie Edwards

    Jamie Edwards Staff Member

    Kevin - it is something we're looking into for this year.
  18. KarlH

    KarlH Member

    With the continued re-development of version 4, could this SLA pause feature be added to the "Hold" (or any custom) Ticket status, so that either reply/resolution clock is paused whilst the ticket is set to those specific status?
  19. Jamie Edwards

    Jamie Edwards Staff Member

    Hi Karl
    We're looking at introducing SLA pause to Kayako Classic - with the way we've architected the rules-based SLA system this isn't simple to do (making sure SLA reporting according to business hours, according to SLA changes during a ticket lifecycle and then finally according to pause states is correct), which is why it is taking time to get right.

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