| Announced on | Rollout starts | Rollout ends |
| March 3, 2025 | March 3, 2025 | March 7, 2025 |
Zendesk is excited to announce enhancements to our service level agreement (SLA) feature set, giving customers a recommended start to their new accounts. The goal is to start showing SLA badges right away in new accounts so users can get a quick understanding of what SLAs look like in their dashboard and make modifications as necessary.
This announcement includes the following topics:
What is changing?
This enhancement brings two new defaults to new accounts:
- A new standard trigger is being introduced to all new accounts. This trigger changes tickets with no priority to normal priority so that the standard default SLA can be applied to tickets. See About the standard ticket triggers.
- A new standard SLA is being introduced to all Growth and above plans. This SLA sets a 60 minute First Reply Time (FRT) to all tickets with a normal priority. See About SLAs and how they work.
Why is Zendesk making this change?
We want to make it quick and easy for our customers, especially new customers, to get a quick start to using Zendesk. This enhancement to our standard sets will help to improve that quick start.
What do I need to do?
If you already have an existing account and have no plans to add a new Zendesk account, then there is no action to take.
If you will be creating a new Zendesk account or adding an instance to your existing account, then you will start to see these changes in those new instances. If either the standard trigger or standard SLA does not suite your workflows you can either modify or delete them.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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