|Announced on||Rollout starts||Rollout ends|
|May 10, 2023||May 15, 2023||May 19, 2023|
Zendesk is excited to announce the introduction of group service level agreement (SLA) policies! Commonly known as operational level agreements (OLAs), group SLAs are a new type of SLA that allow you to set specific targets for groups working on tickets.
Group SLAs are available on Enterprise plans.
This announcement answers the following questions:
What is changing?
Tickets often pass between multiple departments or teams on the path to resolution. Group SLAs allow admins to set target times for those groups and separately track resolution times between departments.
When you hover over the SLA badge on a ticket, you can view which SLAs and group SLAs are applied. Group SLA policies are identified by the metric, “Group ownership time”, and display the name of the group to which the policy applies.
In Views, you can add the new column “Group SLA”, which identifies when the group SLA will be breached.
There are also separate dashboards and reports for group SLAs in Explore (see Overview of the Zendesk Support dashboard).
Why is Zendesk making this change?
We’ve listened to your feedback and heard that this was a need that was not being fulfilled. SLAs are designed to track the agreement between the customer and company, but in order to resolve a ticket, multiple groups may be involved along the way. Group SLAs ensure that departments working on tickets have clear targets and are accountable to meeting those.
What do I need to do?
Group SLAs are available to any account on an Enterprise plan. You can set up group SLAs in Admin Center.