How to Use SLA Policies in Zendesk - Frequently asked questions
Frequently asked questions
What is a Service Level Agreement (SLA) in Zendesk?
A Service Level Agreement (SLA) in Zendesk is a policy that defines and measures the response and resolution times your support team provides to customers. On Enterprise plans, you can create group SLAs for internal teams. SLAs help prioritize…
How can I add SLAs to views in Zendesk?
To add SLAs to views in Zendesk, you can display SLA statuses in ticket views to monitor time left before breaches. Simply click the Views icon, select a view, and edit it. In the Formatting options, add a column for SLA or Group SLA, and order…
Can I use SLA breaches in automations in Zendesk?
Yes, you can use SLA breaches in automations in Zendesk by setting conditions based on breach status. For example, you can use 'Hours since last SLA breach' and 'Hours until next SLA breach' to automate actions. On Enterprise plans, similar…
How can I report on SLAs in Zendesk?
You can report on SLAs in Zendesk using the SLA reporting dashboard, which provides insights into SLA performance. On Enterprise plans, a Group SLA dashboard is available. These dashboards help identify areas for efficiency improvements. You can…
What are the key metrics for SLA reporting in Zendesk?
Key metrics for SLA reporting in Zendesk include First Reply Time, Requester Wait Time, Agent Work Time, and Ownership Time for group SLAs. Metrics like Next Reply Time and Periodic Update Time are measured per instance, meaning they can be…
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