|Announced on||Rollout starts||Rollout ends|
|July 6, 2023||July 6, 2023||July 12, 2023|
This announcement includes the following topics:
What is changing?
The SLA targets used to appear side by side in a single table. Now, we have split these into three sections for the different SLA metric types: reply, update and resolution targets.
Rest assured; while the layout has changed, your SLA targets haven’t.
You can also separately select calendar or business hours for each of these three sections. Previously, you could only set this to apply to all of the targets.
Why is Zendesk making this change?
As we extend SLA capabilities, we also wanted to make this page a little easier to read and to use by improving the layout.
What do I need to do?
No action is required. Your SLA admin page will update automatically. To learn more about the new layout, see Defining SLA policies.
If you want to start using group SLAs and the new Total resolution time metric, see Defining group SLA policies and Understanding which SLA metrics you can measure.