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Zendesk Service Level Agreements

October 18th, 2021

A service level agreement (SLA) is an agreed measure of the response and resolution times that your support team provides to your customers. Providing service-level support ensures that you are providing a measured and predictable service. It also provides greater visibility when problems arise. The types listed above can be used or combined independently to create an unlimited number of service models – it`s up to your organization and how you decide to guarantee service to your customers. The first two measurements are based on response time, while the last two are based on resolution time. While only one resolution-based metric can be used at the same time, response time metrics can be used at the same time. So how do you connect the dots to create a policy that works for you? Here are some examples of service- and customer-based SLAs that take advantage of the metrics available in Zendesk`s SLA feature: You can set SLA service objectives for five different metrics: first response time, next response time, regular refresh time, requester wait time, and agent time. The first three measurements measure the response time, while the two seconds measure the resolution time. (n) Denial-of-service attacks, natural disasters, changes resulting from governmental, political, other or court order, strikes or labor disputes, acts of civil disobedience, acts of war, and other events beyond the reasonable control of Zendesk Sunshine Conversations. To determine how best to integrate SLA policies into your customer service, let`s take a moment to look at some of the most important types of SLAs: (d) “Service Level” or “SLA” refers to the service level performance standards described in Section 3 of this Appendix I.

Can I retrieve ticket-level SLA data through the API? Such as: time until the next violation (including what policy), violations that have already taken place, etc. Eventually, I played with it today, but struggled with the First Reply Time option. Many of our tickets are registered on behalf of a customer (sometimes by agents who are elsewhere), and we still need to get an initial response within 2 hours. What I don`t understand is why SLA timers work differently than the First Reply Time (support.zendesk.com/hc/en-us/articles/205951808-Calculating-first-reply-time) metric – the metric works perfectly for us when it comes to treating the initial description as separate from a response. This article provides a more detailed breakdown of this: support.zendesk.com/hc/en-us/articles/204770038-Defining-and-using-SLA-policies-Professional-and-Enterprise – We`ve started rolling out SLA metrics (and a dashboard) in Insights – you should report by the end of today`s article! For more information, check out my announcement: support.zendesk.com/hc/en-us/articles/207964937-SLA-reporting-available-on-Insights-rolling-release – Integrating SLAs into your workflow can help you optimize your ultimate #custserv goals. .

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