Manage Outages with SLA Policies - Frequently asked questions
Frequently asked questions
How can I manage outages using SLA policies in Zendesk?
You can manage outages effectively using SLA policies in Zendesk by following a structured workflow. This involves creating custom fields, SLAs, triggers, automations, views, and macros to ensure outages are prioritized and resolved promptly….
What is the first step to manage outages in Zendesk?
The first step to manage outages in Zendesk is to create custom fields. This involves setting up a drop-down ticket field to record outage details. In the Admin Center, navigate to Tickets > Fields and add a new drop-down field. Name it…
How do I create an SLA policy for outages in Zendesk?
Creating an SLA policy for outages in Zendesk involves setting conditions and resolution targets to prioritize outage tickets. In the Admin Center, go to Business rules > Service level agreements and add a new policy. Name it, for example,…
How can I notify customers about outage reports in Zendesk?
To notify customers about outage reports in Zendesk, you need to create a trigger that sends automatic notifications. In the Admin Center, navigate to Business rules > Triggers and clone the 'Notify requester of received request' trigger. Rename…
What automation can I use for outage tickets in Zendesk?
For outage tickets in Zendesk, you can create an automation that tags tickets and alerts supervisors if SLAs are breached. In the Admin Center, go to Business rules > Automations and add a new automation. Set conditions for open outage tickets and…
How do I create views for outage management in Zendesk?
Creating views for outage management in Zendesk helps you monitor SLA breaches and outage tickets at a glance. In the Admin Center, go to Agent tools > Views and add new views. Create one for 'SLA breaches' and another for 'Outages', setting…
How can I use macros to resolve outage tickets in Zendesk?
Macros in Zendesk can streamline the process of resolving outage tickets by automating common actions. In the Admin Center, navigate to Agent workspace > Macros and create a new macro. Name it, for example, 'Close outage ticket', and set actions…
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