How to Set Up Group SLA Policies in Zendesk
How do I set up a Group SLA policy in Zendesk?
Setting up a Group SLA policy in Zendesk involves a few steps in the Admin Center. First, navigate to Objects and rules, then Business rules, and select Service level agreements.
From there, choose Group SLAs and click 'Create policy'. You'll need to enter a Policy Name and optionally a Description. Select the group or groups for this policy under the Group condition. You can also add additional conditions and set a time target for each ticket priority. Finally, choose between calendar hours or business hours for operation and save the policy.
More related questions
What are Group SLAs in Zendesk and how do they work?
Group SLAs, also known as Operational Level Agreements (OLAs), are policies that define target ownership times for internal teams in Zendesk. They help create transparency by providing a clear understanding of how long tickets are assigned to…
Can I measure different metrics with Group SLAs in Zendesk?
Currently, Group SLAs in Zendesk allow you to measure the Ownership time metric. This metric measures the length of time a ticket is assigned to a group, starting when a group is assigned a ticket and ending when the ticket is reassigned or solved….
How do Group SLAs interact with normal SLAs in Zendesk?
Group SLAs and normal SLAs in Zendesk operate independently and do not interact with each other. Each ticket can have both a normal SLA policy and a Group SLA policy applied, assuming the conditions match. Agents will see whichever timer is closest…
Can I pause a Group SLA in Zendesk when a ticket is pending?
Currently, Zendesk does not offer the option to pause a Group SLA when a ticket is pending or on-hold. The only way to stop the Group SLA timer is by reassigning the ticket to a different group. Zendesk's development team is aware of this feature…
How can I report on Group SLA metrics in Zendesk Explore?
To report on Group SLA metrics in Zendesk Explore, you can use the Group SLAs dashboard tab. This tab will only appear once you have tickets with Group SLAs applied. For more detailed reporting, you can use Explore recipes to substitute 'Group SLA'…
Can I set Group SLAs based on a custom priority matrix in Zendesk?
Zendesk does not allow modification of the default priority ticket field values. However, you can create a custom ticket field to track custom priority values and use it as a condition for a separate SLA policy. To implement this, create a custom…
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.
