Setting Group SLAs with Custom Priority Matrix
Can I set Group SLAs based on a custom priority matrix in Zendesk?
Zendesk does not allow modification of the default priority ticket field values. However, you can create a custom ticket field to track custom priority values and use it as a condition for a separate SLA policy.
To implement this, create a custom ticket field and a trigger to set the standard priority field to match the custom field. Then, create separate SLA policies for each custom priority level, ensuring the standard priority field aligns with your custom values.
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What are Group SLAs in Zendesk and how do they work?
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How do I set up a Group SLA policy in Zendesk?
Setting up a Group SLA policy in Zendesk involves a few steps in the Admin Center. First, navigate to Objects and rules, then Business rules, and select Service level agreements. From there, choose Group SLAs and click 'Create policy'. You'll need…
Can I measure different metrics with Group SLAs in Zendesk?
Currently, Group SLAs in Zendesk allow you to measure the Ownership time metric. This metric measures the length of time a ticket is assigned to a group, starting when a group is assigned a ticket and ending when the ticket is reassigned or solved….
How do Group SLAs interact with normal SLAs in Zendesk?
Group SLAs and normal SLAs in Zendesk operate independently and do not interact with each other. Each ticket can have both a normal SLA policy and a Group SLA policy applied, assuming the conditions match. Agents will see whichever timer is closest…
Can I pause a Group SLA in Zendesk when a ticket is pending?
Currently, Zendesk does not offer the option to pause a Group SLA when a ticket is pending or on-hold. The only way to stop the Group SLA timer is by reassigning the ticket to a different group. Zendesk's development team is aware of this feature…
How can I report on Group SLA metrics in Zendesk Explore?
To report on Group SLA metrics in Zendesk Explore, you can use the Group SLAs dashboard tab. This tab will only appear once you have tickets with Group SLAs applied. For more detailed reporting, you can use Explore recipes to substitute 'Group SLA'…
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