Steps to Create New SLA Policy Version in Zendesk
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 use the Description field to distinguish it from the original. Add the main conditions, ensuring they match the original policy. Then, add the condition 'Created | After or on | the date of the new policy application'. Save your new policy. Next, find your existing policy, open it, and add the condition 'Created | Before | the date of the new policy application'. Save it again. Finally, drag the new policy above the older one using the grabber icon. This ensures that tickets created before a certain date will use the older policy, while those created after will use the new one.
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…
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 >…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
