How to Manage SLA Resources - Frequently asked questions
Frequently asked questions
What are SLAs and why are they important in customer support?
SLAs, or Service Level Agreements, are crucial for setting expectations in customer support. They define the average response and resolution times your support team should meet. By adhering to SLAs, you ensure that your service is both predictable…
How can I define SLA policies in Zendesk?
Defining SLA policies in Zendesk involves setting up rules that determine how tickets are prioritized and handled. You can create policies based on various criteria such as ticket priority, type, or the specific needs of your organization. To…
What are some best practices for managing SLAs?
Managing SLAs effectively requires a strategic approach to ensure they align with your business goals. Some best practices include regularly reviewing and adjusting SLA policies to reflect changes in customer expectations or business priorities….
How do SLAs work with different time zones and business hours?
SLAs can be configured to account for different time zones and business hours, ensuring that service targets are realistic and achievable. When setting up SLAs, you can choose between calendar hours and business hours, which will adjust the SLA…
How can I troubleshoot common issues with SLAs in Zendesk?
Troubleshooting SLAs in Zendesk involves identifying and resolving issues that prevent SLAs from functioning as expected. Common issues include incorrect SLA targets, misconfigured policies, or unexpected ticket behavior. To troubleshoot, start…
Can I create notifications for tickets without an SLA in Zendesk?
Yes, you can create notifications for tickets that do not have an SLA applied in Zendesk. This can help in identifying tickets that might be stuck at the back of the queue, ensuring they receive the necessary attention. To set up such…
How is the 'Solved by' SLA calculated in Zendesk?
The 'Solved by' SLA in Zendesk is calculated based on the target set for 'Agent Work Time'. It considers both calendar and business hours, adjusting the time accordingly. For example, if your SLA target is set for 10 hours and a ticket is created…
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