About SLA policies and how they work

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  • karankuwarbidxb

    In our Org we generally move the cases back and forth between teams. The group SLA seems to be resetting when the case is moved to the group again.


    Group 1 =  Group SLA starts (Eg: 15 mins).

    Case moved to Group 2 after 10 mins.

    Case moved again to Group 1 = The Group SLA runs again from 15 mins (And not from where it was left; 5 mins).

  • Colleen Hall
    Zendesk Documentation Team

    Hi karankuwarbidxb!

    A group SLA starts when a group is assigned a ticket and ends when the ticket is reassigned or solved. Please see Defining group SLAs for more information.

    Edit: To clarify a bit more, the group SLA always resets if a ticket gets assigned back to a group it was previously assigned to. Group SLA policies aren't cumulative.

  • Stephen Lee

    Colleen Hall - any comment on my inquiry?

    Since it was 10 days ago that I posted the question with no answer, I've decided to move away from that format, and now I have individual SLA policies that all have standard next-reply time values.

    Does the quoted text mean *only* "The first policy whose conditions are satisfied by the ticket is applied to the ticket?" Thereby, subsequent policies whose conditions are satisfied are ignored?

  • Colleen Hall
    Zendesk Documentation Team

    Hi Stephen Lee,

    I apologize for the delay in my response! 

    Yes, the quoted text means that the first SLA policy whose conditions are satisfied is applied to the ticket and subsequent policies are ignored. Only one SLA policy can apply to a ticket at a time. You can create a single SLA policy with all the metrics (such as "Next reply time" and "Agent work time") that you want to measure. Please see the Ordering SLA policies and Understanding which metrics you can measure articles for more information. I hope that helps!


  • Julie Anne Chan

    Good day,

    Would like to ask if SLA count is being reset if we assign ticket to another group? Regardless if SLA policy is changed or not?

    Example scenario:

    Ticket created yesterday at 12noon and was assigned to me using SLA policy no 2 (90 mins SLA)

    Upon checking, ticket needs to be endorsed to another group. I assigned to group A today with SLA policy 3 (3 days SLA)

    Is the ticket SLA will be reset to zero upon assigning to group A or continuous count of SLA, meaning my assistance time from yesterday until today will be counted already on Group A's  3- day SLA?

    Thank you in advance


  • Cristian
    Hi Julie,
    It looks like the SLA counter is not reset, regardless if the SLA policy is changed or not. If another SLA policy applies to the ticket after changing the group, the counter looks after the whole ticket cycle. Applied to your example, the time of your assistance until you changed the group is counted as well. I hope this helps!
  • Julie Anne Chan

    This is well noted and thank you Cristian

  • Leo Lenk

    Hi all,

    I am struggling to set up SLAs in relation to business days, let me expand:

    If I set up a specific SLA's duration, my goal is to always solve the ticket at 11:59 PM (23:59) the day when SLA is supposed to finish.

    I.E.: considering a 24 hrs SLA - opening a ticket at 4 pm (triggering the 24 hrs SLA) - my SLA is not supposed to finish the day after at 4 pm, but at 11:59 pm (23:59).

    Anybody can help me with that? Is there a way to adjust my SLAs according to the above settings?

    Many thanks in advance.


    Leonardo Lenk

  • Paolo
    Zendesk Engineering
    Hi Leo,
    If you have set your SLA in Business hours, you need to align it with your schedule as well. If 11:59 PM is outside your Business hours, the SLA will not apply. Make sure that 11:59 PM is set as within your Business hours for the SLA to work. Sharing these articles for more information:
    Setting your schedule with business hours and holidays
    Setting up SLA policies
    Paolo | Technical Support Engineer | Zendesk 
  • Leo Lenk

    Hi Paolo,

    Thanks for your prompt reply, will look into the articles provided.

    Best regards

    Leonardo Lenk



  • Leo Lenk

    Hi Paolo, all,

    Sorry for getting back regarding this matter, apparently I still have the same issue, unfortunately my zen is in italian but I hope you guys manage to understand my settings:

    As you can see my Group SLA (in sandbox) is as per image below (I really hope you understand Italian)

    While on the schedule I've just set from 00:00 to 00:00

    But with the above set up my SLA end just witin 24 hrs

    Funny thing is: I forgot to delete a "holiday test" set for today and the first ticket was exactly how I wanted it to be, because it totally skips today and starts counting right after midnight

    So I realized: what I really need is the SLA to start always "next business day".

    Do I have to use an automation to have a SLA to work like so?

    Side Note: I ma using Group SLA because we needed it to start with a specific condition aside from ticket status.

    Sorry for bothering regarding this matter, this community has always been a very precious help for a rookie like me.

    As usual, thanks in advance.


    Leonardo Lenk


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