SLA based on group

1 Kommentare

  • Holly
    Zendesk Customer Care
    Hi Ariya! 

    SLA metrics measure the amount of time between events in a ticket. If you want your SLA to only be applied when the ticket is assigned to a certain group, or groups, you can configure this using "Group" conditions in your SLA policy.

    Let us know if you have any other questions on this. Thanks!

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