How to Define SLA Policies - Frequently asked questions
Frequently asked questions
How do I set up an SLA policy in Zendesk?
Setting up an SLA policy in Zendesk involves defining conditions and metrics for ticket priorities. Start by navigating toAdmin Center > Objects and rules > Business rules > Service level agreements. Click on 'Create policy', enter a name and…
What are the different SLA metrics I can measure in Zendesk?
Zendesk allows you to measure seven different SLA metrics, including reply time, update time, and resolution time. Each metric has standard criteria for activation and fulfillment. For example, the First reply time measures the time from ticket…
How does reopening a ticket affect SLA metrics in Zendesk?
Reopening a ticket in Zendesk impacts several SLA metrics. Reply time and update targets activate new targets, while work time and wait time targets reactivate. For instance, if a ticket is reopened with a public end-user comment, the relevant…
What is the difference between calendar hours and business hours in SLA policies?
In SLA policies, calendar hours count all hours of the day, every day of the week, while business hours are defined by your set schedule, excluding weekends and holidays. To use business hours, you must set a schedule in Zendesk, which can include…
How can I customize SLA policies with advanced settings in Zendesk?
Advanced settings in Zendesk allow you to customize SLA policies by selecting additional criteria for metrics like First reply time, Next reply time, and Periodic update time. These settings help tailor SLA policies to better fit your support…
What are the best practices for using SLA metrics together?
When using SLA metrics together, it's best to choose the most relevant ones for your needs. Start with straightforward metrics like First reply time, and limit resolution time metrics to avoid confusion. You can have both next reply time and…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
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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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