Customizing SLAs with Advanced Settings - Frequently asked questions
Frequently asked questions
What are advanced settings for SLAs in Zendesk?
Advanced settings for SLAs in Zendesk allow you to customize how SLA metrics are activated and fulfilled. These settings are available for the First reply time, Next reply time, and Periodic update metrics. By using advanced settings, you can…
How do I define advanced SLA settings in Zendesk?
To define advanced SLA settings in Zendesk, you need to access the Admin Center and navigate to Business rules under Objects and rules. Once there, you can either create a new SLA policy or edit an existing one. Ensure that the policy includes a…
What happens to reporting when I change SLA settings?
Changing SLA settings can affect your reporting as SLA achievements or breaches will be measured differently. To track these changes, note the date when you update your policies. Alternatively, you can create a new SLA policy with the new settings…
Can I apply advanced settings to existing SLA policies?
Yes, you can apply advanced settings to both new and existing SLA policies in Zendesk. When you update an existing policy with advanced settings, the changes will only apply to tickets created or updated after the changes are saved. This means…
What are the advanced settings for the First reply time metric?
The advanced settings for the First reply time metric allow you to customize when the target is activated and fulfilled. By default, the target is activated when an end user submits a request with a public comment. With advanced settings, it can…
How do advanced settings affect the Next reply time metric?
Advanced settings for the Next reply time metric allow for more flexibility in how the target is activated and fulfilled. Typically, the target is activated when an end user adds a new comment. With advanced settings, it can also be activated when…
What are the advanced settings for the Periodic update metric?
The advanced settings for the Periodic update metric allow you to customize when the target is activated. By default, the target is activated when an agent adds a public reply. With advanced settings, it can also be activated when an agent adds an…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
