Can a Ticket Have Multiple SLA Policies?
Can a ticket have multiple SLA policies in Zendesk?
A ticket in Zendesk can only have one SLA policy and one group SLA applied at any given time.
While it's possible to create logically overlapping policies, Zendesk uses the order of the policies to determine which one applies when multiple policies match a ticket. This is why it's important to order your policies with the most restrictive ones at the top, ensuring the correct policy is always applied.
More related questions
How do I reorder SLA policies in Zendesk?
Reordering SLA policies in Zendesk is a simple drag-and-drop process. To reorder your SLA policies, navigate to the Admin Center, click on 'Objects and rules' in the sidebar, and then select 'Business rules' followed by 'Service level agreements'….
What are group SLAs in Zendesk?
Group SLAs in Zendesk are policies that define target ownership times for internal teams. On Enterprise plans, you can set up group SLAs, also known as Operational Level Agreements (OLAs), which are separate from customer-facing SLAs. These are…
Why should I order SLA policies by restrictiveness in Zendesk?
Ordering SLA policies by restrictiveness ensures the correct policy is applied to tickets. In Zendesk, when multiple SLA policies match a ticket, the system uses the order of the policies to resolve any conflicts. By placing the most restrictive…
How do I reorder group SLA policies in Zendesk?
Reordering group SLA policies in Zendesk is similar to reordering regular SLA policies. To reorder group SLA policies, go to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Business rules' followed by 'Service level…
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