Full circle: Leveraging SLAs to drive team performance


  • Thomas D'Hoe


    Is an SLA just fired one or can it change when tickets are update?

    For example agent group A has a FRT of 8h for tickets with a high prio. When updating the ticket the agent group is changing from agent group A to agent group B. Agent group B has a FRT SLA of 10h. Will the SLA adapt to the new one and start the time from the beginning (10h) or is there a connection (logica) with the FRT of agent group A?


  • Ayal Kellman

    Does anyone have any practical experience using Agent Work Time as their (only) SLA? I'd love to see a practical example how it would be implemented...


  • Devan - Community Manager
    Zendesk Community Manager

    Hello Ayal,

    In lieu of practical experience, I've linked an article that depicts how to utilize Agent Work Time via SLA Policies below. This should give you a solid glimpse of how to begin conceptualizing your implementation.

    Defining and using SLA

    Best regards,



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