Manage Multiple SLA Policies by Ticket Date in Zendesk
How do I manage multiple SLA policies in Zendesk based on ticket creation dates?
Managing multiple SLA policies in Zendesk based on ticket creation dates is straightforward.
You can achieve this by setting conditions on the creation date of tickets. First, create a new policy by navigating to Admin Center > Objects and rules > Service level agreements, and click 'Add policy'. Name and describe your new policy to differentiate it from the existing one. Add the main conditions, then include 'Created | After or on | the date of the new policy application'. Save the new policy. For the existing policy, add 'Created | Before | the date of the new policy application' and save it. Arrange the policies by dragging the new one above the old one. This setup ensures that tickets created before a specific date follow the old policy, while those created after follow the new policy.
More related questions
How can I define a SLA policy based on the creation date of a ticket in Zendesk?
Yes, you can define a SLA policy based on the creation date of a ticket in Zendesk. To do this, you need to use the 'Created' condition when setting up your SLA policy. Start by navigating to the Admin Center, then go to Objects and rules > Service…
What steps should I follow to create a new version of an existing SLA policy in Zendesk?
To create a new version of an existing SLA policy in Zendesk, follow these steps. First, go to the Admin Center and navigate to Objects and rules > Service level agreements. Click on 'Add policy' to start creating a new policy. Name your policy and…
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