Full BRD here: https://docs.google.com/document/d/1Ig3XYh6M3bVWvWNH0LB2b8ufmVE5ggVQX3CA-_c2hdk/edit?tab=t.0 Integrate Zendesk’s Business Hour Service Levels Into Assembled Problem Statement Assembled currently only supports Service Levels in calendar hours. This causes inaccuracies when customers rely on Zendesk’s Business Hour Service Level Policies, which pause SLA timers outside of defined working schedules. Because Assembled does not reflect these Business Hour rules, SLA breach times are calculated incorrectly (e.g., showing a Tuesday 1:30 PM deadline when Zendesk would allow until Thursday). This limits our ability to: Report accurately on SLA compliance. Make informed staffing and scheduling decisions based on true SLA demand. Ensure alignment with the SLA logic that’s already defined and enforced in Zendesk. Use Case Example Zendesk allows defining Service Level Policies on the ticket level, each with its own assigned schedule. Below are two ticket examples with a 24-hour Business Hour SLA: Ticket 123 (Schedule: Mon–Fri, 9 AM–5 PM) Assigned at: Monday, 1:30 PM (America/Los_Angeles) SLA Target: 24 Business Hours Lifecycle Breakdown Monday: 1:30 PM – 5:00 PM → 3:30 hours elapsed Tuesday: 9:00 AM – 5:00 PM → +8:00 hours (11:30 total) Wednesday: 9:00 AM – 5:00 PM → +8:00 hours (19:30 total) Thursday: 9:00 AM – 1:30 PM → +4:30 hours (24:00 total) Ticket 123 breaches Thursday at 1:30 PM. Ticket 456 (Schedule: Sun–Sat, 8 AM–8 PM) Assigned at: Monday, 1:30 PM (America/Los_Angeles) SLA Target: 24 Business Hours Lifecycle Breakdown Monday: 1:30 PM – 8:00 PM → 6:30 hours elapsed Tuesday: 8:00 AM – 8:00 PM → +12:00 hours (18:30 total) Wednesday: 8:00 AM – 8:00 PM → +12:00 hours (30:30 total) Thursday: SLA already breached before end of day. Ticket 456 breaches Thursday at 9:30 AM. Issue in Assembled In Assembled, both tickets would currently show as breaching Tuesday at 1:30 PM because only calendar-hour SLAs are supported. This discrepancy prevents accurate reporting and forecasting. Proposed Solution Instead of duplicating Zendesk SLA configuration inside Assembled which would require more engineering and more upkeep across both platforms, we propose: Expanded API Integration with Zendesk: Pull requisite data points from Zendesk’s API Endpoint leveraging existing integration permissions to the platform. Unified SLA Representation in Assembled: Display and use these true SLA breach times within Assembled reporting, forecasting, and staffing models. Data Model Update: Ensure SLA breach times in Assembled are ticket-specific, not queue-level only. Benefits Accuracy: SLA timers in Assembled match Zendesk exactly. Future Growth: Could be expanded in the future to leverage various SLA Policies not just First Reply Time Efficiency: No need to manage SLA logic in two separate systems. Better Decision-Making: Forecasts and staffing plans reflect real SLA deadlines, not artificially compressed ones. Assembled is Business Critical Tool for Reporting: Rather than customers building roundabout solutions in Tableau, SQL, Excel, etc. we ensure customers view Assembled as core to managing, operating and measuring their business Customer Value: Stronger trust that Assembled mirrors operational reality, making reports and analytics more actionable. To anyone at Assembled: I will provide SQL code on how to calculate.
