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How to create SLAs based on a field ticket?

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Renaud Croix

Most Engaged Newbie of the Year - 2021

Publication le 21 juin 2024

Hello,

I would like to have my SLA based on a customed ticket field
Example: I have a “Priority” (going from 1 to 7) ticket field, I would like to create specific SLA regarding those priority levels

 

How to do it ?


Kind regards

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    Dainne Kiara Lucena-Laxamana

    Zendesk Customer Care

    Hi Renaud Croix 

    You can use ticket fields as SLA conditions: Understanding how SLA policies are applied to tickets

     

    Here's a sample from my test account. Camera is a ticket field.

     

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    Renaud Croix

    Most Engaged Newbie of the Year - 2021

    Thank you Dainne.

    In fact, my question is about replacing the Zendesk default priorities when setting time 
     

     

     

     

     

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