Custom SLA creation



  • Graham Robson

    Hi Tom,

    You'll find that Zendesk's native SLA Management only supports three SLA metric concepts - First Response, [ongoing] Updates, and Resolution.

    If you need more than this i.e your Restoration metric, you'll need our paid Cloudset SLA Management app for Zendesk. This is designed as a wholesale replacement to cater for all the extended capabilities we provide.

    If you'd like to explore more, reach out to us at


    Thanks,  Graham





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