Customer specific SLA

3 Comments

  • Dave Stott

    Hi

    SLAs in Zendesk are driven by the business hours so assuming that your SLA requirements for First Reply and Resolution are the same but only start counting during the specified business hours I think you could handle this through tagging and triggers (depending on your volume of customers)

    You could tag Organisations so that you are able to identify which Organisation has which SLA requirement i.e. business hours. Once a ticket comes in you could then have a Trigger that looks at the tag and sets the appropriate business hours for that Organisation. This would then associate those hours with your SLA

    Hope that helps

    Dave

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  • Ruptela

    Hi, Dave,

    Thanks for your reply

    Is this possible with Professional version of Zendesk? As mentioned we have only one set of business hours (24/7) and we are not an enterprise :)

    0
  • Dave Stott

    Hi

    Based on the listing on this page: https://www.zendesk.co.uk/pricing/support/ I believe you'd be able to use the solution outlined above

    Thanks

    Dave

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