Editing an existing SLA policy in Zendesk is straightforward. You can make changes to your SLA policies directly in the Admin Center.
To edit an SLA or group SLA policy, navigate to the Admin Center and click on 'Objects and rules' in the sidebar. Then, select 'Business rules' followed by 'Service level agreements'. Locate the SLA policy you wish to edit, click the options menu beside the policy title, and select 'Edit'. Make the necessary changes and click 'Save policy'. Keep in mind that the edited policy will continue to apply to any tickets it was already applied to, and you may need to update the tickets to reapply the changes, such as by changing the tickets' priority.
Yes, you can copy an existing SLA policy in Zendesk to create a new one. This is useful for creating similar policies without starting from scratch. To copy an SLA policy, go to the Admin Center and click on 'Objects and rules' in the sidebar….
Deleting an SLA policy in Zendesk is simple if the policy is no longer needed. However, note that the policy will still apply to tickets it was previously applied to until those tickets are updated. To delete an SLA or group SLA policy, access the…
If you edit or delete an SLA policy that is already applied to tickets, the policy will continue to apply to those tickets until they are updated. This means that any changes you make to the SLA policy will not automatically reflect on the tickets….
Yes, on Enterprise plans, you can define group SLAs in Zendesk. These are separate policies that specify target ownership times for internal teams. To manage group SLAs, navigate to the Admin Center, click on 'Objects and rules', and select…