Service Level Agreements, or SLAs, are agreed upon measures of the average response and resolution times that your support team delivers to your customers. Providing support based on service-levels ensures that you're delivering measured and predictable service.
This topic contains resources for SLAs including documentation, recipes, and community tips.
Documentation
- Defining and using SLA policies
- Viewing and understanding SLA targets
- SLA reporting dashboard overview
- Defining OLA policies using internal SLAs and child ticket side conversations
Best practices and recipes
- Fine Tuning: Succeeding with SLAs
- Full Circle: Leveraging SLAs to drive team performance
- Manage outages with SLA policies
- Setting up an SLA based on a Salesforce organization or user
- SLA reporting dashboard overview
- Reviewing SLA performance in Explore
- Defining an SLA policy based on the creation date of a ticket
Community tips and recipes
- Running triggers, automations, and reporting based on ticket SLAs
- Using enhanced SLAs
- Troubleshooting common issues with SLAs
- Using SLAs with different time zones, contracts, and business hours
- Creating a notification to identify tickets that are stuck at the back of the queue due to no SLA being applied
10 Comments
Does anyone have any practical experience using Agent Work Time as their only SLA? I'd love to see a practical example how it would be implemented...
Thanks!
Hello Ayal,
I've gone ahead and responded to this question in a previous post of yours the I have linked below.
Response
Best regards,
Devan
Can someone share his SLA setup to compare?
@Frédéric
I don't know if this is going to show you what you'd like, but here is one of my SLAs for one group:
Are there any examples of simple ways to set up SLA Conditions to gather all new tickets?
Hi Sam,
Could you elaborate a little more on what you're looking for? There are many ways to create SLAs to handle new tickets dependent on where they're coming from, which channel, etc so if you let us know a little more about your plans then we can certainly try and help!
Hi Phil,
Sure! We need an SLA for all messages. They all follow the same SLA time of requiring a response in 2 hours.
I've been having some trouble with our SLAs and have stopped receiving email responses from Zendesk unfortunately so reaching out to find some resources and fix this myself.
Just want to see how other people set up their conditions to capture all messages.
OK well, in that case, my approach would be to have a single SLA which has condition types set up to apply to each of the four types of issue like so:
To be honest though I would recommend not using this approach as it's not particularly flexible and varying issue types should require varying response times in my opinion.
The above conditions though would capture any type of incoming message. Is this what you had in mind?
Is there a way to measure internal SLAs? i.e - one group assigning a ticket to another whose business SLA target is based upon a ticket update/internal comment rather than a public comment?
Hi Jason Bevilacqua,
Unfortunately almost all of the SLA timers are based off of public comments. I will be honest that at this point the SLA's don't play very nice with a lot of internal ticket workflows because they either require an end user comment, a public comment, or both of those in tandem.
This article has more of a detailed breakdown on that: https://support.zendesk.com/hc/en-us/articles/204770038-Defining-and-using-SLA-policies-Professional-and-Enterprise-
Please let us know if we can assist further.
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