Differences Between SLAs and Group SLAs in Zendesk
How do group SLAs differ from regular SLAs in Zendesk?
Group SLAs in Zendesk are specific to Enterprise plans and focus on internal team performance, measuring the time tickets are assigned to a group.
Unlike regular SLAs, which measure response and resolution times between your company and customers, group SLAs measure the ownership time between internal teams. They help improve internal processes, set resolution targets by team, and identify performance gaps. Both SLA and group SLA policies can apply to the same ticket simultaneously, but group SLAs are only available on Enterprise plans.
More related questions
What are SLA policies in Zendesk and how do they work?
SLA policies in Zendesk are guidelines that define and measure the response and resolution times your support team aims to deliver to customers. They help ensure that your team meets specific service levels based on ticket priority. SLAs are…
What are the benefits of using SLAs in Zendesk?
Using SLAs in Zendesk ensures that your support team delivers measured and predictable service, providing greater visibility when issues arise. SLAs help set clear objectives for your support team, offering a consistent experience for customers….
How are SLA policies structured in Zendesk?
SLA policies in Zendesk have a defined structure that includes conditions, target times, and metrics to measure. Each SLA policy requires a set of conditions that a ticket must satisfy for the policy to apply. You can define target times for each…
How are SLA policies applied to tickets in Zendesk?
SLA policies in Zendesk are applied to tickets based on a set priority and conditions that match the policy. When a ticket is created or updated, it runs through all triggers and then the SLA system. The first policy whose conditions are satisfied…
What happens to SLAs when a ticket is reassigned in Zendesk?
In Zendesk, when a ticket is reassigned, the SLA counter does not reset, and the time from the previous assignment is counted. If a new SLA policy applies after reassignment, it considers the entire ticket cycle. This means that the time spent on…
Can SLAs be customized to align with business hours in Zendesk?
Yes, SLAs in Zendesk can be customized to align with your business hours, ensuring they reflect your operational schedule. To achieve this, you need to set your SLA policies to measure targets in business hours and align them with your schedule. If…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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