SLA resources

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  • Ayal Kellman

    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...


  • Devan - Community Manager
    Zendesk Community Team

    Hello Ayal,

    I've gone ahead and responded to this question in a previous post of yours the I have linked below.


    Best regards,


  • Frédéric

    Can someone share his SLA setup to compare?


  • Heather Rommel
    Community Moderator


    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:

  • Sam Cunningham

    Are there any examples of simple ways to set up SLA Conditions to gather all new tickets?

  • Phil Williams

    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!

  • Sam Cunningham

    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.

  • Phil Williams

    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?


  • Jason Bevilacqua

    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?

  • Ben Van Iten
    Zendesk Community Team

    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:

    Please let us know if we can assist further.


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