Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
An SLA is a promise about timing that Zendesk measures for you, flags before it is broken, and reports on afterwards.
What a policy contains
- Conditions: which tickets it applies to.
- Targets: how long, per priority.
- A clock: calendar hours or business hours.
One ticket gets one policy. The first policy in the list whose conditions match wins, and the rest are not considered.
What it does on the ticket
Agents see the next target and how long is left, and views can be sorted by it. That is the useful part day to day: a queue ordered by what is closest to breaching rather than by age.
Triggers can act on it too, so a ticket approaching its target can be escalated automatically.
The clock pauses
Most targets stop counting while the ticket is pending, on the basis that you are waiting for the customer. That is why the difference between pending and on-hold matters so much: a ticket parked on pending while you wait for your own supplier looks like the customer is the delay.
An SLA is a promise, not a mechanism
Zendesk measures whatever you tell it. It does not make anything faster. A policy with targets nobody can meet produces a dashboard of breaches and a team that stops looking at it.
Set targets from what you actually achieve today, then tighten deliberately.
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