Removal of Service Level Agreements (SLAs) v1 in Zendesk Support Follow

Announced on Development ends Removal  
February 21, 2017 May 22, 2017 August 21, 2017  

The old version of Service Level Agreements, SLAs v1, is being removed from Zendesk Support. We will stop development on May 22, 2017, and you will no longer be able to access SLAs v1 starting August 21, 2017.

This article covers the following topics:

What does this mean?

Between the announcement and end of development, Zendesk will not make any feature enhancements to SLAs v1, but will continue to make minor bug and security fixes at our discretion.

When development ends on May 22nd, 2017, Zendesk will no longer address bugs and minor issues specific to SLAs v1. We will continue to resolve any major breakage in functionality until the removal date. When development ends, Zendesk will no longer provide support for SLAs v1. We will continue to support your efforts to move off SLAs v1.

After the removal date, starting August 21, 2017, you will not be able to use SLAs v1. You will not be able to update rules for SLA targets that were configured using SLAs v1. Any SLA views associated with SLA targets configured using SLAs v1 will become regular views.

image01.png

And you will no longer see SLA Violations listed separately in the left sidebar under Views. 

sla_image02copy.png

Why is Zendesk removing this?

A new version SLAs was released in 2015 to replace SLAs v1.

Maintaining an older version of a feature or product when a new version is available limits our ability to ensure a valuable experience with the new functionality and takes time away from supporting the new functionality.

For more details, see the Zendesk End of Life policy, How much notice will Zendesk give for deprecations?

Am I affected?

To see if you are still using SLAs v1, click the Admin (image00.png) icon in the sidebar, then look at the Business Rules section.

If you have two Service Level Agreements options (one that says “new” and one that doesn't), then SLAs v1 is still active in your account.

image04.png

What do I need to do?

The action you should take depends on your plan. If you take no action now, your old SLA targets will be turned into regular views automatically after the removal of SLAs v1.

  • Professional and Enterprise: Start using the new version of the SLAs feature.
    Review your current SLA targets (Admin > Business Rules > Service Level Agreements), then recreate your SLA service targets as new policies using the new version of the SLAs feature (see Defining and using SLA policies). 

  • Team, Professional, or Enterprise: Clone your old SLAs to make them regular views.
    Review your current SLA targets (Admin > Business Rules > Service Level Agreements), then clone your SLAs as regular views. After you do so, it's a good idea to deactivate your old SLA policies. You can edit, clone, reposition, or deactivate the new views as you can any other view.
    Note: Professional and Enterprise users can take this recommended action in addition to or instead of using the new version of SLAs described above.

Remember, if you take no action now, your old SLA targets will be turned into regular views automatically after the removal of SLAs v1.

On Essential, your SLAs will become views, but you will not be able to see them unless you change your plan level to Team or above, where you can have custom views.

How do I make my current SLAs regular views?

On Team, Professional, or Enterprise, we recommend that you take action now to clone your old SLAs to make them regular views. After doing so, you can deactivate your SLA policies to remove SLAs v1 from your account. 

if you take no action now, your old SLA targets will be turned into regular views automatically after the removal of SLAs v1.

To make your SLAs regular views

  1. Click the Admin (image00.png) icon in the sidebar, then select Business Rules > Service Level Agreements (the one without "new") to review the SLAs you have set up in the old version.
  2. Clone your old SLAs to make them appear as regular views (see Editing and cloning views).

    When you do so, the cloned version will appear in your views list, instead of appearing under the SLA Violations section in your views list, and you can edit, clone, reposition, or deactivate the new view as you can any other view.
    image05.png

  3. After you clone your old SLAs to make them regular views, you should deactivate the SLA policy.

    This will remove the SLAs v1 from your account, and Zendesk will no longer contact you about the removal of this feature.
    image03.png

What happens if I don't do anything before the end of life date?

Your old SLAs will become regular views. 

If you are on Essential, your SLAs will become views, but you will not be able to see them unless you change your plan level to Team or above, where you can have custom views.

Frequently asked questions

I no longer use SLAs, how can I stop using the feature right now?

If you have old SLA policies that you aren't using, and you don't plan to use the new version of SLAs, you can deactivate all your current SLA policies. Doing so will remove the old SLA feature from your account immediately, and we’ll no longer contact you about the removal of this feature.

What should I do if I'm not using the new version of Service Level Agreements and I don't want to migrate?

You can access the SLA targets created under the old version as views. If you’re happy managing them as views, you can continue to do so. You won’t be able to set a fulfillment target, however.

What functionality does the new version of SLAs have that SLAs v1 doesn't have?

The new version of SLAs is far more flexible and powerful than the old one. In the new version, you can:

  • Create multiple SLA policies based on ticket, user, and organization fields
  • Pause the clock, so tickets in Pending or On-hold don’t count against you

Is there feature parity between the old and new versions of SLAs?

You can do all the same things in the new version of SLAs, and more. The main difference is that you can no longer see all your SLA views in the left hand sidebar. Instead, you can add "Next SLA Breach" as a column in any view.

Who should I contact if I need help or have questions?

Please contact maketheswitch@zendesk.com with any additional questions. 

Have more questions? Submit a request

Please sign in to leave a comment.

Powered by Zendesk