Group SLAs are separate policies between your internal teams that define a target ownership time for a group. They are also commonly known as Operational Level Agreements (OLAs) and are used in workflows that involve multiple teams solving tickets.
Group SLAs create transparency amongst teams by providing a clear understanding of how long tickets are assigned to certain teams. You can view reporting about your group SLAs on the Group SLAs dashboard tab in Zendesk Explore.
Setting up group SLA policies
Each group SLA policy has a set structure that measures the ownership time that a specified group is assigned a ticket. (see Structure of SLA policies).
To set up a group SLA policy
- In Admin Center, click Objects and rules in the sidebar, then select Business rules > Service level agreements.
- Select Group SLAs.
- Click Add policy.
- Enter a Policy Name.
- Optionally, enter a Description.
- In the Group condtion, select the group or groups for this policy. If you don’t
select a group, then your group SLA policy will apply to all tickets and will begin
measuring when a ticket is assigned to a group.Note: If you want multiple groups to have the same target, you can include them in the same policy. This can help you avoid creating a policy for each group individually.
- Select additional Conditions for the policy.
Start typing the condition to autocomplete or select an option from the drop-down menu.
- In the Metrics section, enter a time target for the Ownership time metric and
ticket priority. You can enter hours, minutes, or both.
If you’ve set a schedule, you can select either calendar hours or business hours for Hours of operation.
- Click Save.
Understanding what group SLA metrics you can measure
You can measure the Ownership time metric for group SLAs. Ownership time measures the length of time the ticket is assigned to a group. It starts when a group is assigned to a ticket and ends when the ticket is reassigned or solved. If the ticket is reopened, a new group ownership time is started for the group.
If you’ve set a schedule, you measure ownership time in either calendar or business hours.