Reason for Zendesk's Group SLA Enhancements
Why did Zendesk enhance group SLA conditions?
Zendesk enhanced group SLA conditions to provide more flexibility and specificity in setting SLA policies. This change was driven by user feedback requesting the ability to set policies based on more than just group assignment.
With the new conditions, you can now create more granular policies that consider the type of ticket being handled, allowing for more appropriate targets on group ownership time. This enhancement aims to improve the efficiency and effectiveness of managing SLAs within groups.
More related questions
What are the new conditions for group SLAs in Zendesk?
Zendesk has expanded the conditions available for group SLA policies. Previously, you could only specify the group as the sole condition. Now, you can include all existing conditions for SLA policies, allowing for more specific and flexible…
How can I set up the new group SLAs in Zendesk?
To set up the new group SLAs in Zendesk, you need to be on an Enterprise plan. You can configure these SLAs in the Admin Center, where you'll find the option to add additional conditions when defining the policy. Once you make any edits, they will…
When will the new group SLA conditions be available?
The rollout for the new group SLA conditions in Zendesk started on November 13, 2023, and will end on November 21, 2023. During this period, the enhanced conditions will become available to all eligible accounts. If you're on an Enterprise plan,…
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