Understanding OLAs vs SLAs in Zendesk
What are OLAs and how do they differ from SLAs in Zendesk?
OLAs, or Operational Level Agreements, are internal agreements between teams within a company, unlike SLAs which are agreements between a company and its customers. OLAs help enforce agreements on response and resolution times between different internal teams, such as support and shipping teams. In Zendesk, OLAs can be created using SLAs and child ticket side conversations to ensure that internal tickets are handled efficiently. For more details, check out theoriginal article.
More related questions
How can I create OLAs using child ticket side conversations in Zendesk?
To create OLAs using child ticket side conversations, you need to enable child ticket side conversations and update your SLA policy to include specific conditions. These conditions should specify the group involved and the channel as 'Side…
What metrics are activated by OLAs for child ticket side conversations?
When an SLA policy is applied to a child ticket side conversation, the First reply time metric is activated if the creator and requester are the same agent. Once fulfilled, the Next reply time metric is activated when a new public comment is added….
Can I report on OLAs in Zendesk Explore?
Yes, you can report on OLAs in Zendesk Explore using the SLA dataset. To focus on OLAs, add a filter on the ticket channel and restrict it to 'side conversation'. This allows you to isolate and analyze the performance of OLAs specifically. For more…
Are OLAs available for standard tickets in Zendesk?
As of now, OLAs are not available for standard tickets without using side conversations. However, Zendesk is actively working on this feature, and it is expected to be released soon. Keep an eye on updates from Zendesk for the latest developments.
How do SLAs on parent and child tickets work in Zendesk?
In Zendesk, SLAs on parent and child tickets are completely separate. This means that the SLA applied to a child ticket does not affect the SLA on the parent ticket. Each ticket is managed independently, ensuring that the specific conditions and…
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