How to View SLA Targets in Zendesk - Frequently asked questions
Frequently asked questions
What are the different SLA target statuses in Zendesk?
SLA targets in Zendesk can have several statuses, each indicating a different stage of the SLA process.Activemeans the SLA target is ongoing and hasn't been completed yet.Pausedindicates the SLA target is temporarily on hold, often due…
How can I view SLA statuses in Zendesk ticket views?
In Zendesk, you can view SLA statuses directly in your ticket views using the SLA and Group SLA view columns. The SLA badge color indicates the time left before a breach: green for more than 15 minutes, amber for less than 15 minutes, and red for a…
What do the colors of SLA badges mean in Zendesk?
The colors of SLA badges in Zendesk provide a quick visual cue about the time remaining before an SLA breach. Agreenbadge indicates more than 15 minutes remain,ambermeans fewer than 15 minutes, andredsignifies that the SLA has…
How are SLA targets displayed in Zendesk tickets?
In Zendesk, SLA information is automatically displayed on tickets with an applied SLA policy. The next required action and the remaining calendar time before a breach are shown. Hovering over the SLA badge reveals other active targets and the exact…
How can I see which SLA policies are applied to a Zendesk ticket?
To see which SLA policies are applied to a Zendesk ticket, you can check the ticket's events. Each time a policy or target is applied, removed, or changed, an event is logged. However, no event is recorded when an SLA is breached or fulfilled. This…
Can I define different SLA policies for each group in Zendesk?
Yes, in Zendesk, you can define different SLA policies for each group. By adding the group as a condition in your SLA policy, you can ensure that specific SLAs apply only to certain groups, such as Tier 1 or Tier 2 support teams. This allows for…
How does SLA breach time calculation work in Zendesk?
SLA breach time in Zendesk is calculated as the duration between the target time and the actual fulfillment of the SLA metric. For example, if a First Reply Time SLA is set to 1 hour and a ticket is replied to 2 hours after the breach, the SLA…
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