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Defining SLA policies



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Lisa Kelly

Zendesk Documentation Team

Edited Dec 23, 2024


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122 comments

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Noly Maron Unson

Zendesk Customer Care

Hi Bobby,
 
Hope this email finds you well.
 
Dainne is currently out of the office and I will temporarily provide the response for the time being.
 
SLAs are computed on a per-ticket basis and merging a ticket with another ticket even if they have the same SLA policy applied to them will not combine the time they have for their target.
 
Let me know if you need anything else.

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Hi, where exactly can I set the SLA to business or calendar hours? Thanks

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Anna Valdez,

 

Do you already have operating hours set up on your end? The option to choose calendar/business hours only pops up if you already have a Support schedule active on the account. 

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Where/how is the time to solve SLA calculated?

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Also how do you bypass certain target metrics - do you set them to 0?

 

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HS

Zendesk Luminary

How do SLAs work on Talk tickets? We need to apply SLAs to our phone calls to make sure we're meeting our contractual obligations, measured in seconds (not hours or minutes). Is this possible? 

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Hi,

Is there a way to exclude specific agent from the SLA policy? currently Im working with 1 "support SLA" for the support team and we dont want that our sales eng' will be calculated.

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Inon Rousso Yes you can exclude specific agents or groups within an SLA policy, by adding the condition "Assignee"/"Group" - Is Not - [Select in dropdown]

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Nara

Zendesk Customer Care

Hi Dave - if you are referring to the full resolution time, this is calculated from ticket creation to its most recent resolution, as per the metric explanation found here. Re. bypassing targets, SLAs will only apply targets with time values populated. Cheers!

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Thanks Nara - so Solve and Resolution are the same thing

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I have a question about the timers. They are acting weird.

A SLA policy is set up like below.
So the first reply time should be 8 hours (for all status): 

But when we receive a ticket (which is using the above policy if i check the events of it) it is showing the first reply as 24H and also the solve time as 24H. But nowhere the 24H rule/time is set or used....

How is this possible or how does zendesk came to this 24H timer?
Or what am i missing here?

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Scott Allison

Zendesk Product Manager

@Paul . Please take a look at this article which explains about targets and how they're displayed along with business hours: https://support.zendesk.com/hc/en-us/articles/4408883657114-Why-do-I-see-differences-in-SLA-target-hours-

If that isn't it, I recommend you reach out to our support team for help.

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@scott: thx got it working now. The timer is also counting the hours outside the business hours. So i didn't expected a higher number. But it makes sense now :) 

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How are SLAs attributed to ticket groups? 

For example, if our Tier 1 team has breached an SLA, and then escalates it to our BIlling Team for further action. If our Billing Team then solves the ticket, is the initial breach attributed to our Billing Team on Explore?

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Joshua G - The SLA dataset only has the concept of the final/current ticket assignee, so all breaches will be attributed to them. To my knowledge, there's no way to track breach events to specific groups/agents unless those groups/agents handle the ticket from beginning to end. It's a bit rubbish. 

There's a feedback thread, here

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Hello Lisa,

Can you tell if I have custom Priority updated in Fields.

Then I am not able to create SLA's, do I need to use the default Priority which is present in Zendesk????????????

Please can you answer

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

Hi Hussain,

I'm not sure who Lisa is, but yes you would need to use the default priority in the SLA conditions.

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We currently have some bespoke SLAs for customers where we only offer SLA times for Urgent and High priority tickets. When creating an SLA for them, what happens if the Normal and Low times are left blank? Does it ignore tickets with those priority levels?

 

Thanks,

Aarti

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Amy Dee

Zendesk Customer Care

Hi Aarti!

An SLA will only apply if you specify a target for that metric and priority. You can certainly add targets for Urgent and High priority but leave Normal and Low blank. If you do that, SLAs will only apply on Urgent and High priority tickets. 

This can impact your workflows in several ways. The most obvious is the SLA badge: Urgent/High tickets will have a badge, while Normal/Low tickets will not. Also, views that sort by SLA breach will put tickets without SLAs at the end of the list, and Explore reports in the SLA dataset will only include tickets that had active targets. 

I hope this helps!

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Thank you, Amy! That helps a lot

 

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Hello,

I have another SLA question. My organization currently has an old SLA that applies to a subset of all organizations (about 40 organizations are on this old SLA). What is the best way to set this up?

When I look at the Conditions page, I can't use the ALL of these conditions options it can only be one.

For the ANY of these conditions options, I want the SLA to apply if it is (Form is Bugs OR Questions) AND organization is (Org1 OR Org2 OR...). How can I set up an OR AND grouping?

Thanks,

Aarti

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Amy Dee

Zendesk Customer Care

Hi Aarti! 

At this time, our business rules don't support multiple sets of "OR" conditions within the same rule. You wouldn't be able to capture that level of detail within a single set of SLA conditions.

Instead, I recommend incorporating tags and/or triggers. You could apply a tag to the organizations on your list. That way, all tickets created in those organizations would have the tag. Then you can reference the tag in your SLA policy, with no extra "OR" logic required. This also makes it easier to add and remove organizations over time, since you only need to update the organization's tag and not all your business rules.

For other condition clusters, you could tag them using triggers. The details depend on your use case and SLA needs. This approach gives you a lot of flexibility and granular control, since you can combine the tags in your SLA conditions (and other rules). It's easy to get carried away, though, so be sure to take good notes as you set it up.

If you have questions about specific configurations in your account, please reach out to our support team. That will allow us to review you situation in more detail.

I hope this helps!

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Thank you for your response. I've chosen to add a drop down field to the organization and using that for categorization. The field is SLA Type with values of Old SLA, Negotiated and Standard. I will add a value to each organization and create SLAs using this. Do you see anything that could be wrong using this method?

Regards,

Aarti

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I don't see the Hours of Operation fields under targets at all when I try to add a new SLA. Is there a reason for that and how can I add the fields?

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Gabriel Manlapig

Zendesk Customer Care

Hi Boris,

If Hours of Operation isn't available, it could be that you have not yet set up a business hours in your Zendesk account. If that's the case, Hours of Operation will default at calendar hours.
 
To create business hours to your account, you can check on this article: Setting a schedule for your Zendesk.

I hope this helps. Thank you!
 

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Hi,

What would cause an SLA to have a negative SLA from another Agent User's view even though the ticket hasn't been breached yet? We have an issue with only one Agent User where she sees all SLAs in negative red. For example, one ticket has 3h left for the SLA, but she sees is as -12h. 

Thanks for your help in advance!

— Maribeth

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

Beth,

I'm wondering: Is the agent looking at the exact same view with the exact same tickets?  Can you have the Agent refresh their screen? Maybe log in/log out? 

When they open the ticket and hover over the SLA counter, does it show the same as for other agents?

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Buen comentario

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Hi Heather,

Only one agent user sees the SLA differently. Everyone sees the same ticket with 3h SLA, but this agent sees is at -12h in red. We fixed it temporarily by letting her log out and log in again, but the fix will only be for a few minutes. Help please!

Thanks!

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The SLA of next reply time does not work for side conversation. Is there any way to improve it?

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