Now with the new multiple schedule feature available for the Enterprise plan, we finally are able to create automations for our set of service-level agreements (SLAs). In short, we have a range of SLAs, some (6) are standardised, while some customers have custom SLAs. Here are some tips how to set this up in Zendesk. Step 1: Setup all your schedules !(/hc/user_images/rzuC7tMm1mfEDXf66pC0tQ.png) !(/hc/user_images/s8UGTyCAjyddyt_ecuFt_w.png) Step 2. Create a new organisation field for SLA type. !(/hc/user_images/tOBYaGujBFR4259npEq2aA.png) Apply the appropriate setting to all organisations. Step 3: Create a trigger for all your schedules. This trigger will set the appropriate schedule on all tickets that are created. !(/hc/user_images/vhnFMtvL-PSzgHbVA4X_OQ.png) Step 4: Make sure your SLAs are correctly set up. A good tip is to use the organisation field as the condition for the SLA, as illustrated. Make sure your SLA targets are based on business hours. Cite Erin @ Zendesk: "If your SLA targets are configured to be based on business hours, we'll automatically use the schedule that's set on the ticket to calculate metric breaches." !(/hc/user_images/PueNxra3wlo-3RAmFHHmhg.png) After my initial testing this seems to work as expected, thumbs up for this new Zendesk feature.
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