SLAs

Articles

• What an SLA is and how Zendesk measures it
• Defining an SLA policy
• The targets: first reply, next reply, resolution time
• The order of SLA policies
• Refining SLAs with advanced settings
• Group SLAs for internal teams
• OLAs with internal SLAs and child tickets
• Viewing and understanding SLA targets
• The three mistakes everyone makes with SLAs
• Why my ticket breaches its SLA while we are waiting on the customer