Announcing new Zendesk QA SLA spotlight insight and conversation filter

Announced on

Rollout on

July 2, 2025 | July 2, 2025

SLA has been added as a Spotlight insight and conversation filter for conversations in Zendesk Quality assurance (QA). This enhancement allows you to quickly identify SLA breached conversations for further analysis and for review based on your Zendesk Support SLA policies.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

You can define SLA policies that specify the response and resolution times that your team aims to deliver to your customers based on ticket priority in Zendesk Support. SLAs are automatically applied to tickets when the specified conditions are met and begin to measure the defined response and resolution times.

Your SLAs have now been added also as Spotlight insights and as filters for your conversations in Zendesk QA.

Why is Zendesk making this change?

Spotlight is a discovery tool in Zendesk QA that enhances and accelerates your evaluation process by highlighting valuable opportunities for improvement and learning. It analyzes all team interactions, automatically surfacing newly synced closed conversations by identifying and labeling specific keywords or phrases. Adding SLA to the out-of-the-box Spotlight insights list in Zendesk QA helps you to quickly identify SLA breached conversations for further analysis.

Additionally, the new SLA Conversation filter in Zendesk QA allows you to quickly locate conversations that have breached SLA thresholds, facilitating reviews based on your SLA policies.

What do I need to do?

No specific action is required. The new SLA options will appear in your account.

Learn more about Zendesk QA’s Spotlight Insights and Conversation filters.