Defining and using SLA policies (Professional and Enterprise)

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  • Conza

    Hi Nicole,

    Yes of course. 

  • Nicole S.
    Zendesk Community Team

    Great, I'll reach out in a ticket. Look for a message from me shortly. 

  • Susan Maher

    Since the order of the SLA policies matter to ensure they get applied to the correct ticket how can we reorder the Policies without deleting them and redefining. 

    I am in the process of improving our implementation of SLAs.  I am adding policies to existing ones and modifying processes.. I have a need to make one of the new policies first in line.  So far I have found no way of doing this without deleting ALL the Policies and starting again.  Am I right or am I missing something?


  • Peter Reynolds

    We're having issues when a ticket is created by an Agent, the timer is not starting, even though a Periodic Update should now be applied.

  • Chris

    Hi - How can we set up Service Level Agreements on tickets based on ticket creation time as opposed to first public end user time?

    Our tickets are created via an API/integration with our own site - so the ticket comes to us with Internal Comment only, and not a direct public comment from End User

     We need to track First Reply/Next Reply time based on when ticket is created, but this seems to not be possible with the standard set up. There seems to be a metric that tracks exactly this, but seems it's logic is not available to customers to use?

  • Ifechi Okobi


    How does SLAs work with reassigned tickets?

    Say Agent 01 reassigns a ticket to Agent 02 in a different department having an SLA of let's say Agent Work Time of 2 hours.

    • Does the SLA kick off referencing the time when the ticket was reassigned or uses the requester's first comment time as a reference?

    I see that someone asked a similar question in the comment section and it was never addressed. I would appreciate if someone could explain this to me. Thanks.

  • Mark Schäfermann

    Our support process relies heavily on light agents. Most of our tickets are created by light agents as requester. First Reply Time works fine. But Next Reply Time seems only to work with end user comments.

    Is there a workaround for this? This implementation kinda looks half baked, as one metric works, but the other doesn't.

  • Kristel Kos


    I have a question about Agent Work time and using this in a SLA policy.
    Our basic SLA policy is First Reply Time and Next Reply Time --> 24 calendar hours (7 days a week)
    Besides that, we use status Pending for tickets, and this can last up to 3 weeks.
    We also use status On Hold, and this can last up to 1 week. 

    How do i configure the policy so that Pending and On Hold tickets don't breach SLA?

  • Susan Maher


    SLA is not based on Status but on Public Comments so you will always run the risk of breaching SLA regardless of the Status of the ticket. 

    The way you are set up right now, you will not breach SLA unless the last Public comment is from the customer.  If you add any other metric you still will breach SLA if the last public comment is from the customer. 

    Let's say you add Agent Work Time for a 3 week Period.  Then you place the ticket in Pending.  The SLA for Agent Work Time will Pause.  However, if the customer decides to send you an email for some reason (even to say thanks) then the Next Reply Time will kick in.  And, you will breach if you don't respond within your limit.  There is no way around it unless you program your own stops via trigger.   



  • Kristel Kos

    Thanks Susan, that clears things up!

    What kind of trigger do you mean, can you tell me more about this?


  • Susan Maher


    Using triggers to manipulate SLAs is akin to writing your own mini SLA system.  I had to do that for my team because what Zendesk offers was not completely adequate for us and we were running into issues where my agents were jumping through hoops to try to accommodate.

    I am not sure how large an organization you have.  If you have a small organization there is an easier way to do this without having to use triggers: 

    1. The easiest way for you to manipulate the SLA is to play with Priority.  Use Low priority for "no SLA" .  So when you set your ticket ON-HOLD or Pending tell your agents to change Priority to Low.  Then the SLA will go away. 

    2.  If that is a concern because customers will see it and they will complain.  You can do the same thing by creating a custom field.  Call it whatever you want. Let's say SLA OFF.  Then your agents will mark this Checkbox when they want the SLA OFF.  In your policy you will check for this field to be off.  So, when it is on the policy doesn't apply.  When it is off it does.

    If you have a large organization with a complex process like I do where you would need manager approval to do something like this and you do not want people to manipulate SLA willy-nilly then it gets a lot more complicated than this. 

    I had to write something rather complex with a combination of triggers/automations/macros and custom fields.  I can take that offline if you need to.

  • Kristel Kos

    Hi Susan, thank you for taking the time to clarify! This is very usefull and can actually work very well for our team.

    We will try this out and if i have more questions i will kindly take on your offer and sent you a message.


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