Intermediate
How to configure service level agreements on Zendesk
Quick Answer
Configure SLAs in Zendesk by accessing Admin Center, creating SLA policies with specific conditions and targets, then setting up escalation rules. SLAs automatically track response and resolution times based on your defined criteria.
Prerequisites
- Administrator access to Zendesk instance
- Understanding of SLA metrics and business requirements
- Knowledge of ticket priority and status workflows
- Familiarity with Zendesk's business rules
1
Access SLA Configuration
Navigate to Admin Center from your Zendesk dashboard. In the sidebar, click on Objects and rules, then select Business rules and click on Service level agreements. This section displays all existing SLA policies and allows you to create new ones.
Tip
Ensure you have Administrator privileges as SLA configuration requires full admin access.
2
Create a New SLA Policy
Click the Add policy button in the top right corner. Enter a descriptive name for your SLA policy in the Policy name field. Add a brief description explaining the purpose and scope of this SLA policy. Set the policy position to determine the order in which SLA policies are evaluated.
Tip
Use clear, descriptive names like 'Premium Customer SLA' or 'Critical Issue Response SLA' for easy identification.
3
Define SLA Conditions
In the Filter section, set up conditions that determine which tickets this SLA applies to. Click Add condition and select criteria such as:
- Priority (High, Urgent, etc.)
- Ticket form or Brand
- Requester tags or Organization
- Channel (Email, Chat, Phone)
Tip
Start with simple conditions and test thoroughly before adding complex criteria combinations.
4
Set SLA Targets and Metrics
Configure your SLA targets in the Targets section:
- First reply time: Set hours/minutes for initial response
- Next reply time: Define ongoing response expectations
- Resolution time: Specify maximum time to resolve tickets
Tip
Consider different targets for different priority levels to ensure realistic and achievable SLA commitments.
5
Configure Business Hours
If using business hours, click on Business hours in the Admin Center sidebar under Account settings. Define your schedule by:
- Setting Start time and End time for each day
- Selecting applicable Days of the week
- Adding Holidays when SLA should be paused
- Setting the appropriate Time zone
Tip
Create multiple business hour schedules if you support customers across different time zones or have different SLAs for different regions.
6
Set Up SLA Notifications
In the SLA policy, scroll to the Notifications section. Configure when to send alerts:
- Warning threshold: Percentage of SLA time elapsed before sending warning (e.g., 75%)
- Recipients: Add agents, groups, or email addresses to notify
- Escalation actions: Set automatic actions when SLA is breached
Tip
Set warning thresholds early enough (50-75%) to allow time for agents to respond before SLA breach occurs.
7
Test and Activate SLA Policy
Before activating, click Preview to see which existing tickets would match your SLA conditions. Review the preview results to ensure the policy targets the correct tickets. If satisfied, click Create policy to save and activate. The SLA will immediately begin applying to new tickets matching your conditions.
Tip
Test SLA policies in a sandbox environment first, or start with a narrow scope and gradually expand coverage.
8
Monitor SLA Performance
Access SLA reporting through Explore (Analytics) in your Zendesk. Use pre-built SLA reports or create custom dashboards to track:
- SLA achievement rates by policy and time period
- Average response and resolution times
- Breach notifications and escalation frequency
Tip
Set up automated SLA reports to be delivered weekly or monthly to stakeholders and management teams.
Troubleshooting
SLA not applying to expected tickets
Check the Filter conditions in your SLA policy. Use the Preview function to see which tickets match. Verify that ticket properties like priority, tags, or organization match your SLA criteria exactly.
SLA targets showing incorrect time calculations
Verify your Business hours configuration matches your actual operating schedule. Check the Time zone settings in both business hours and your Zendesk account. Ensure Holiday schedules are properly configured if applicable.
SLA breach notifications not being sent
Confirm that Email notifications are enabled in your SLA policy. Check that recipient email addresses are valid and not blocked. Verify Trigger conditions for notifications are properly configured and test with a sample ticket.
Multiple SLA policies conflicting with each other
Review the Policy position order as Zendesk applies the first matching SLA. Use more specific conditions in higher-priority policies and broader conditions in lower-priority ones. Test policy interactions using the Preview feature.
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