Using SLAs in Zendesk for Predictable Support
How do Service Level Agreements (SLAs) work in Zendesk?
Service Level Agreements (SLAs) in Zendesk are used to define response and resolution time targets for support tickets, ensuring predictable service delivery.
To set up an SLA, navigate to Business rules > Service level agreements in the Admin Center, and click Add policy. Define conditions and set time targets for each metric and ticket priority. SLAs help identify areas for improvement in your support process and ensure timely responses to customer inquiries.
More related questions
What are the top recommended features for B2B support in Zendesk?
For B2B support, Zendesk recommends using Organizations, Organization fields, Service Level Agreements (SLAs), and integrating other business services. Organizations help you manage and track requests from different businesses, while Organization…
How can I create organizations in Zendesk for better user management?
Creating organizations in Zendesk helps you manage users more effectively by grouping them based on company, department, or location. To create an organization, click the Organizations icon in the sidebar, then click Add organization. Enter a…
What are organization fields in Zendesk and how do they help?
Organization fields in Zendesk allow you to store additional information about an organization that isn't covered by built-in fields. These fields can save time by reducing the need to repeatedly ask customers for the same information. For example,…
How can I integrate external services with Zendesk?
Integrating external services with Zendesk allows you to manage business information more efficiently by providing a single view across platforms. You can integrate services like Salesforce, JIRA, and Slack to manage user data and ticket flows. For…
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.
