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.
- 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
- 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
Trying to get an understanding of how the 'solved by' SLA is calculated as there does not seem to be an independent solved by SLA.
Yes this appears in my (Support) ticket but no idea on how/where the value is set?
I tried to check for the Solved by, and I can't find it on the ticket dataset. Can you tell me more about the use case?
Ah now I cant find one - but it appeared when you hovered over the SLA indicator - there would be two entries in this
This indicates the active SLA targets on the ticket. Please refer to Viewing and Understanding SLA Targets.
I don’t believe there is anything on that page that outlines how the solve by is calculated.
It all depends on your SLA target.
For example you have 24 hours SLA target for First Reply time, it will show "Reply in 1D" on the badge. Solve by is for the target "Agent Work Time". It will show you the remaining days or hours if you are using calendar days. If you are using business days, the time will adjust for it will also add up the time you are out of the office.
Let's say your operating hours is from Monday to Friday, 06:00 AM to 03:00 PM. You don't have operations on Saturday and Sunday. Your SLA for Agent work time was set for 10 Hours (Calendar). A new ticket was created on Friday at 02:00 PM. The ticket will show a badge "Solve in 10H".
On the other hand, if you change the target to business hours it will count the remaining hours on your schedule, add up the total hours outside your schedule and finally add the remaining hours for the SLA target. Let's look into the same ticket but this time your target is in business hours. You have received it on Friday at 02:00 PM. Your ticket will show "Solve in 3D" (the exact date will be next Monday before 03:00PM). 1 hour for the remaining operating hours for Friday, 9 hours for the remaining hours of Friday, 48 hours for Saturday and Sunday, 6 hours before the shift starts on Monday and 9 hours as part of the remaining SLA target.
Hi. I have a question about SLAs:
We aim to track a specific group of tickets and assignes within 72h tracking:
We need SLA to start when a ZenDesk ticket has an assignee and is set in OPEN or ON-HOLD status in 'Complaints' group. It should have a condition that every update by the assignee, either with a public or private comment, should restart the SLA counter (a response/comment from the end-user should not restart the count). The SLA should stop once the ticket is set in SOLVED or PENDING status, but in case it re-opens the SLA should restart once again. If the ticket has breached the 72h SLA, it should be marked as FAIL. Otherwise, it should show as PASS.
So far I've only found this condition but I doesn't help us considering the format we require:
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