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 description, and select conditions for the policy. You can define Reply, Update, and Resolution metrics, setting time targets for each ticket priority. Remember, the minimum target time is 15 seconds, and you can choose between calendar or business hours for operation. For more details, check the originalZendesk SLA policy guide.
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…
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…
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…
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…
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…