Organizing SLA Policies into Groups in Zendesk
Can I organize SLA policies into groups in Zendesk?
Yes, on Enterprise plans, you can define group SLAs in Zendesk. These are separate policies that specify target ownership times for internal teams.
To manage group SLAs, navigate to the Admin Center, click on 'Objects and rules', and select 'Business rules' followed by 'Service level agreements'. Here, you can create and manage group SLA policies, allowing each group to clearly see its own SLA policies. This feature helps streamline internal processes and ensures that each team is aware of their specific targets.
More related questions
How do I edit an existing SLA policy in Zendesk?
Editing an existing SLA policy in Zendesk is straightforward. You can make changes to your SLA policies directly in the Admin Center. To edit an SLA or group SLA policy, navigate to the Admin Center and click on 'Objects and rules' in the sidebar….
Can I copy an existing SLA policy in Zendesk?
Yes, you can copy an existing SLA policy in Zendesk to create a new one. This is useful for creating similar policies without starting from scratch. To copy an SLA policy, go to the Admin Center and click on 'Objects and rules' in the sidebar….
How can I delete an SLA policy in Zendesk?
Deleting an SLA policy in Zendesk is simple if the policy is no longer needed. However, note that the policy will still apply to tickets it was previously applied to until those tickets are updated. To delete an SLA or group SLA policy, access the…
What happens if I edit or delete an SLA policy applied to tickets?
If you edit or delete an SLA policy that is already applied to tickets, the policy will continue to apply to those tickets until they are updated. This means that any changes you make to the SLA policy will not automatically reflect on the tickets….
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