Understanding SLA Target Hours - Frequently asked questions
Frequently asked questions
Why do SLA targets show more hours than expected in Zendesk?
SLA targets in Zendesk are displayed in calendar hours, not business hours. This approach helps agents prioritize tickets based on real-time urgency. For instance, if a ticket arrives over the weekend and your business hours are Monday to Friday,…
Can I display SLA targets using business hours in Zendesk?
While SLA targets are displayed in calendar hours by default, you can set SLA policies to use business hours for calculations. This means that while the display remains in calendar hours, the underlying calculations can respect your defined…
How can I track ticket resolution time in Zendesk?
To track ticket resolution time in Zendesk, you can use SLA policies to measure either Customer Wait Time or Agent Work Time. If you want to exclude waiting time for customer replies and agent breaks, focusing on Agent Work Time might be…
What is the purpose of displaying SLA targets in calendar hours?
Displaying SLA targets in calendar hours helps agents prioritize tickets based on urgency, regardless of business hours. This method ensures that tickets due sooner are highlighted, allowing agents to focus on high-priority tasks in real-time. By…
How can I add SLA badges to ticket views in Zendesk?
To add SLA badges to ticket views in Zendesk, you need to create SLA policies and ensure they are applied to tickets that meet the criteria. Once the policy is in place, you can add a column for the SLA badge in your ticket List View. This visual…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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