| Announced on | Rollout starts | Rollout ends |
| November 13, 2023 | November 13, 2023 | November 21, 2023 |
Zendesk is excited to announce an enhancement to group service level agreements (SLAs). Group SLAs allow you to set specific targets for groups working on tickets. With this enhancement you'll now be able to specify more conditions in your group SLA policies.
This announcement includes the following topics:
What is changing?
We launched group SLAs earlier this year, but with the ability to specify only the group as the sole condition in the policy. Now, we’ve expanded the conditions available for group SLA policies to include all the existing conditions for SLA policies.
Why is Zendesk making this change?
We’ve listened to your feedback and heard that you wanted to set more specific policies based, not just on the group assignment, but also on the type of ticket being handled. This now means you can have flexibility through more granular policies to put more appropriate targets on group ownership time.
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, where you’ll now see the ability to add additional conditions when defining the policy. Any edit you make will take effect immediately when a ticket is created, or the next time there is an update on an existing ticket.
To learn more, see About SLAs and how they work and Defining group SLA policies.