Getting started with Zendesk Suite - Part 8: Guaranteeing customer support expectations with service level agreements

Related to customer expectations and response time are Service Level Agreements (SLAs).
An SLA is an agreed-upon measure of the average response and resolution times your
support team delivers to your customers. Providing support based on service levels
ensures that you deliver measured and predictable service. It also provides
greater visibility when problems arise.
You define SLA service targets so that you and your agents can monitor your service level
performance and meet your service level goals. Zendesk highlights tickets that fail to
meet service level targets so that you can promptly identify and address problems.
Support SLA policies don’t apply to live channels because the
service targets differ. For example, let’s say your company goal is to
answer chats within 60 seconds, and you want to know how well you‘re doing. You need to
use Explore to create a report instead of an SLA policy.
For more information, see Defining and using SLA policies.

Continue to Part 9: Reporting on support activity .