| Announced on | Rollout starts | Rollout ends |
| March 8, 2024 | March 18, 2024 | March 28, 2024 |
Zendesk is pleased to announce enhancements to the service level agreements (SLA) settings page in Admin Center.
This announcement includes the following topics:
What is changing?
The SLAs page in Admin center has been redesigned to enhance accessibility and support more granularity. In addition to the redesign, the functional enhancements include:
- The ability to specify SLA targets in seconds, not just minutes or hours. This means you can now set SLA targets of less than one minute. This better supports the needs of Messaging and Chat customers.
- The option to choose the hours of operation for each target and priority. For example, you can measure targets based on business hours for low, normal and high priority tickets, but measure urgent priority tickets based on calendar hours.
- The conditions available for Groups and Organizations have an updated presentation. See What do I need to do? for more information.
Why is Zendesk making this change?
We're making this change to offer you more flexibility and control of your SLA targets. To support this additional functionality, we needed to modernize the page and its underlying framework. This also modernizes the look and feel of the page and improves accessibility for all.
More flexibility and configurability will be coming to SLAs later this year and these enhancements make that possible.
What do I need to do?
You don't need to do anything. While the page now looks different, your SLA policies and targets have not changed. You only need to make changes if you want to take advantage of targets in seconds or change hours of operation for individual priority levels.
If you're using Groups and Organizations conditions with either "Present" or "Not present" operators, the operators have been updated to "Is" and "Is not" to align with other Zendesk business rules. Your existing SLAs that use these operators are updated automatically and their functionality stays the same.
If you have questions or need assistance, contact Zendesk Customer Support. If you have product feedback or feature requests related to this announcement, visit our community forum where we collect and manage customer product feedback.