SLA resources

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8 Comments

  • Ayal Kellman
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    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!

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  • Devan
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    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

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  • Frédéric
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    Can someone share his SLA setup to compare?

     

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  • Heather Rommel
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    @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:

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

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  • Phil Williams
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    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!

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  • Sam Cunningham
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    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.

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  • Phil Williams
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    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?

     

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