Agent to assign SLA



  • Robert Wiesemborski

    Hi Jeff,

    You can make an SLA policy specifically for tickets created by agents. 

    Simply select the condition "Role is agent" for this SLA.

    If you have more than one SLA, make sure to have the correct order (most specific SLA on top, the least specific SLA at the bottom) or make sure to exclude certain tickets from other SLA by f.x. setting the condition "role is not agent".

    #helpsome regards,
    Robert Wiesemborski
    Zendesk Consultant @


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