Advanced settings for SLAs in Zendesk allow you to customize how SLA metrics are activated and fulfilled. These settings are available for the First reply time, Next reply time, and Periodic update metrics.
By using advanced settings, you can tailor your SLAs to better fit your business needs. For instance, you can set SLAs to be activated by internal notes rather than just public replies, ensuring that tickets are being actively managed even if there's no update for the customer. This customization can lead to a more efficient support process and a better experience for both agents and end users. For more details, check out theoriginal link.
To define advanced SLA settings in Zendesk, you need to access the Admin Center and navigate to Business rules under Objects and rules. Once there, you can either create a new SLA policy or edit an existing one. Ensure that the policy includes a…
Changing SLA settings can affect your reporting as SLA achievements or breaches will be measured differently. To track these changes, note the date when you update your policies. Alternatively, you can create a new SLA policy with the new settings…
Yes, you can apply advanced settings to both new and existing SLA policies in Zendesk. When you update an existing policy with advanced settings, the changes will only apply to tickets created or updated after the changes are saved. This means that…
The advanced settings for the First reply time metric allow you to customize when the target is activated and fulfilled. By default, the target is activated when an end user submits a request with a public comment. With advanced settings, it can…
Advanced settings for the Next reply time metric allow for more flexibility in how the target is activated and fulfilled. Typically, the target is activated when an end user adds a new comment. With advanced settings, it can also be activated when…
The advanced settings for the Periodic update metric allow you to customize when the target is activated. By default, the target is activated when an agent adds a public reply. With advanced settings, it can also be activated when an agent adds an…