Define SLA Policy by Ticket Creation Date in Zendesk
How can I define a SLA policy based on the creation date of a ticket in Zendesk?
Yes, you can define a SLA policy based on the creation date of a ticket in Zendesk.
To do this, you need to use the 'Created' condition when setting up your SLA policy. Start by navigating to the Admin Center, then go to Objects and rules > Service level agreements. Click on 'Add policy' to create a new version of your existing policy. Make sure to name your policy clearly and use the Description field to avoid confusion. Add the main conditions that should be identical to your original policy, then include the condition 'Created | After or on | the date of the new policy application'. Save your new policy, then open your existing policy and add the condition 'Created | Before | the date of the new policy application'. Save it again. Finally, use the grabber icon to drag the new policy just above the older one. This setup ensures that tickets created before a certain date will have the older policy applied, while tickets created after that date will follow the new policy.
More related questions
What steps should I follow to create a new version of an existing SLA policy in Zendesk?
To create a new version of an existing SLA policy in Zendesk, follow these steps. First, go to the Admin Center and navigate to Objects and rules > Service level agreements. Click on 'Add policy' to start creating a new policy. Name your policy and…
How do I manage multiple SLA policies in Zendesk based on ticket creation dates?
Managing multiple SLA policies in Zendesk based on ticket creation dates is straightforward. You can achieve this by setting conditions on the creation date of tickets. First, create a new policy by navigating to Admin Center > Objects and rules >…
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