Displaying SLA Targets in Zendesk Tickets
How are SLA targets displayed in Zendesk tickets?
In Zendesk, SLA information is automatically displayed on tickets with an applied SLA policy. The next required action and the remaining calendar time before a breach are shown. Hovering over the SLA badge reveals other active targets and the exact breach time. The badge displays time in calendar hours and days, but the due date is based on your SLA policies and business hours.
More related questions
What are the different SLA target statuses in Zendesk?
SLA targets in Zendesk can have several statuses, each indicating a different stage of the SLA process.Activemeans the SLA target is ongoing and hasn't been completed yet.Pausedindicates the SLA target is temporarily on hold, often due…
How can I view SLA statuses in Zendesk ticket views?
In Zendesk, you can view SLA statuses directly in your ticket views using the SLA and Group SLA view columns. The SLA badge color indicates the time left before a breach: green for more than 15 minutes, amber for less than 15 minutes, and red for a…
What do the colors of SLA badges mean in Zendesk?
The colors of SLA badges in Zendesk provide a quick visual cue about the time remaining before an SLA breach. Agreenbadge indicates more than 15 minutes remain,ambermeans fewer than 15 minutes, andredsignifies that the SLA has…
How can I see which SLA policies are applied to a Zendesk ticket?
To see which SLA policies are applied to a Zendesk ticket, you can check the ticket's events. Each time a policy or target is applied, removed, or changed, an event is logged. However, no event is recorded when an SLA is breached or fulfilled. This…
Can I define different SLA policies for each group in Zendesk?
Yes, in Zendesk, you can define different SLA policies for each group. By adding the group as a condition in your SLA policy, you can ensure that specific SLAs apply only to certain groups, such as Tier 1 or Tier 2 support teams. This allows for…
How does SLA breach time calculation work in Zendesk?
SLA breach time in Zendesk is calculated as the duration between the target time and the actual fulfillment of the SLA metric. For example, if a First Reply Time SLA is set to 1 hour and a ticket is replied to 2 hours after the breach, the SLA…
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.
