Service Level Agreements

Setting up SLAs in Zendesk is a pretty straightforward task. Similar to triggers and automations, you are asked to pick a name for your policy followed by conditions.

In order to navigate to the SLA page, follow these steps:

1. Click on the Admin icon (gear symbol) located in Zendesk's sidebar.

2. Click on Service Level Agreements located under BUSINESS RULES within the admin menu.

3. In order to create a new policy, click on Add policy:

We will be presented with an empty policy waiting to be set up. We can divide this page into the following items:

• Policy Name and Description

• Meet all of the following conditions

• Meet any of the following conditions

• Targets

Since we focused on conditions quite extensively when dealing with triggers and automations, we will focus on targets instead:

Targets allow us to set specific time frames for a range of metrics depending on the priority of the ticket.

For instance, if we want our customers to receive their first reply within three hours while...