Defining SLA policies

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<p id="docs-hc-snippet" style="display: none;">A service level agreement, or SLA policy, is an agreed upon measure of the response and resolution times that your support team delivers to your customers.</p>
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<p id="docs-ai-summary-content">Define SLA policies to set response and resolution time targets for customer support tickets. Use conditions and metrics like reply time, update time, and resolution time to measure performance. Customize policies with advanced settings and understand the impact of reopening tickets on SLAs. Prioritize policies by restrictiveness to ensure effective application to tickets.</p>
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<div class="body">

<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Business
rules &gt; Service level agreements</span>
</div>
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5600997516058" target="_blank">A service level agreement, or SLA policy</a>, is an agreed upon measure
of the response and resolution times that your support team delivers to your customers. </p>
<p class="p">For example, you can define an agreement where you respond to urgent tickets in 10 minutes
and resolve them within 2 hours. Messaging customers may want to define an SLA where the first
reply time has a 30 second target.</p>
<div class="p">This article contains the following sections:<ul class="ul" id="topic_cxf_rxv_rr__ul_s1k_bdw_rr">
<li class="li"><a class="xref" href="#topic_tsz_1yv_rr">Setting up SLA policies</a></li>
<li class="li"><a class="xref" href="#topic_gpr_ppv_tr">Understanding which SLA metrics you can
measure</a></li>
<li class="li"><a class="xref" href="#topic_er3_4vb_fxb">Reopening tickets effect on an
SLA</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_cxf_rxv_rr__ul_vg2_sgh_cyb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5322445643802" target="_blank">Defining group SLAs for internal teams</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7412192349466" target="_blank">Customizing your SLAs with advanced settings</a></li>
</ul>
</div>
</div>
<div aria-labelledby="topic_tsz_1yv_rr__title_wqp_zcw_rr" class="topic nested1" id="topic_tsz_1yv_rr">
<h2 class="title topictitle2" id="topic_tsz_1yv_rr__title_wqp_zcw_rr">Setting up SLA policies</h2>
<div class="body">
<p class="p">Each SLA policy consists of conditions that a ticket must meet and targets that measure
metrics you define, such as response and resolution times:</p>
<ul class="ul" id="topic_tsz_1yv_rr__ul_zkz_135_k3c">
<li class="li">
<strong class="ph b">Conditions</strong>: You can define these using both standard and custom fields.</li>
<li class="li">
<strong class="ph b">Targets</strong>: These are always based on values in the system default Priority
field.</li>
</ul>
<p class="p">
<span class="ph"> See <a class="xref" href="#topic_hm2_xbl_kxb">Best practices for using metrics together</a>.</span></p>
<div class="note attention">
<span class="attentiontitle"></span> For an SLA policy to apply, the ticket must have a value in the system
Priority field (Low, Normal, High, or Urgent). Custom fields (even if they are named
"Priority") can't be used as targets. If the system Priority field is blank, the SLA will
not apply, even if all other conditions are met. You can create a trigger to automatically
set a Priority when a ticket is created. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Creating triggers</a>.</div>
<p class="p"><strong class="ph b">To set up an SLA policy</strong></p>
<div class="p">
<ol class="ol" id="topic_tsz_1yv_rr__ol_bnh_4wv_tr">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_tsz_1yv_rr__d9e1936" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt; Service level
agreements</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create policy</strong>.</li>
<li class="li">Enter a <strong class="ph b">Policy Name</strong>. </li>
<li class="li">Optionally, enter a <strong class="ph b">Description</strong>, then click <strong class="ph b">Next</strong>.</li>
<li class="li">Select the <strong class="ph b">Conditions</strong> for the policy.<p class="p"><img class="image" id="topic_tsz_1yv_rr__image_k2w_3hg_51c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sla_define_conditions_new.png" width="400"></p>
<p class="p">Start typing the condition to autocomplete or select an option
from the drop-down menu. </p>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.<p class="p">The options to define Reply metrics, Update metrics, and
Resolution metrics appear. Note that you don't need to set a target for every metric
when setting up an SLA policy.</p>
<p class="p"><img class="image" id="topic_tsz_1yv_rr__image_x2v_5hg_51c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sla_slametrics_define_new.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Add target</strong> for the SLA metrics you want to define, then select a target
from the menu.</li>
<li class="li">Enter a time target for each ticket priority. <p class="p"><img class="image" id="topic_tsz_1yv_rr__image_esg_y3g_51c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sla_define_metrics_new.png" width="400"></p>
<div class="note note">
<span class="notetitle">Note:</span> The minimum target time you can set is 15 seconds. You can
enter hours, minutes, or seconds.</div>
</li>
<li class="li">Optionally, select either calendar hours or business hours for <strong class="ph b">Hours of
operation</strong> for each priority.</li>
<li class="li">Click <strong class="ph b">Add</strong>.<p class="p">The metrics you defined are added to your policy. </p>
<p class="p"><img class="image" id="topic_tsz_1yv_rr__image_wss_ljg_51c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sla_metric_defined_new.png" width="400"></p>
</li>
<li class="li">Continue to add additional metrics by clicking <strong class="ph b">Add target</strong>, then selecting a
target from the menu. Or click <strong class="ph b">Save policy</strong> to finish.<p class="p">If you have existing
SLAs, the newest SLA is added to the bottom of the list. The order of your SLA
policies determines how they are <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5600997516058#topic_pz5_zzv_rr" target="_blank">applied to tickets</a>.</p>
<p class="p">To make your
policies most effective, you should roughly order your policies with the most
restrictive policies at the top, and your least restrictive policies at the bottom
(see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5610005534618" target="_blank">Ordering SLA policies</a>).</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Mat Cropper from the Zendesk Community shows how
to set up SLAs so the correct policy is always applied in <a class="xref" href="https://community.zendesk.com/support-7/running-triggers-automations-and-reporting-based-on-ticket-sla-10346" target="_blank">Running triggers, automations, and reporting based
on ticket SLAs</a>. And Mark Powell shows how to set up SLAs for time zones in
<a class="xref" href="https://community.zendesk.com/admin-center-29/using-slas-with-different-timezones-contracts-and-business-hours-10319" target="_blank">Using SLAs with different time zones, contracts,
and business hours</a>
</div>
.</div>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_gpr_ppv_tr">
<h2 class="title topictitle2" id="ariaid-title3">Understanding which SLA metrics you can measure</h2>
<div class="body">
<p class="p">You can define SLA service targets for seven different metrics, which include reply time,
update time, and resolution time metrics. All metrics have standard criteria that control
how the metrics are activated and fulfill their targets. Metrics' standard criteria can't be
changed.</p>
<p class="p">Some metrics have advanced settings that allow you to select additional criteria for how
these metrics activate and fulfill their targets. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7412192349466" target="_blank">Customizing your SLAs with advanced settings</a>.</p>
<p class="p"> Before defining any SLAs, make sure you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5600997516058#topic_pz5_zzv_rr" target="_blank">understand how SLA policies are applied to
tickets</a>.</p>
<div class="note attention">
<span class="attentiontitle"></span> Do not confuse SLA reply time with the native
Zendesk reply time metric. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821871642#topic_hxr_pqd_1hb" target="_blank">Zendesk SLAs and first reply time</a>. </div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_vp2_3tv_tr">
<h3 class="title topictitle3" id="ariaid-title4">Reply time metrics</h3>
<div class="body">
<p class="p">Reply time metrics help you understand how your team is performing in regards to
responding to your customers.</p>
<p class="p">Reply time SLA policies apply to all ticket, chat, and messaging conversations. Note that
if reply time SLAs for chat conversations aren't turned on, then only public replies count
towards the reply time SLAs. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6670155267994" target="_blank">Activating reply-time SLAs for live chat</a>.</p>
<div class="note note">
<span class="notetitle">Note:</span> Reply time metrics are fulfilled if you set up a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893545882" target="_blank">trigger to autoreply</a> with a public comment. Autoreplies are
available with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot</a> add-on only.</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested3" id="topic_crn_1yk_kxb">
<h4 class="title topictitle4" id="ariaid-title5"><strong class="ph b">First reply time</strong></h4>
<div class="body">
<p class="p">First reply time is the time between ticket creation and the first public comment from
an agent (or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6191477770906#topic_ky5_qwg_xyb" target="_blank">autoreply</a>). Use this metric to specify how much
time it should take your agents to get back to your customers.</p>
<p class="p">The first reply time target starts when a customer submits the ticket and stops once an
agent makes a public reply to the customer. This is the most common workflow and typical
behavior. In the example below, the first reply time is a combination of segments A and
B:</p>
<p class="p"><img class="image" id="topic_crn_1yk_kxb__image_scx_gyk_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/SLA_first_reply_time.png" width="600"></p>
<p class="p">If an agent creates a ticket on behalf of a customer with an
internal note, the first reply time target starts when the customer makes a public
comment and ends when the agent makes a public reply. See the example below, where the
first reply time is a combination of the segments C, D, and E:</p>
<p class="p"><img class="image" id="topic_crn_1yk_kxb__image_mn2_myk_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/SLA_first_reply_time_2.png" width="600"></p>
<div class="p">Note the following considerations about the first reply time metric:<ul class="ul" id="topic_crn_1yk_kxb__ul_wrb_ryk_kxb">
<li class="li">The first reply time is<em class="ph i"> not </em>calculated on tickets if the agent creates the
ticket with a public comment. This is because the SLA first reply time target is
immediately satisfied. It does not activate or record an achievement.</li>
<li class="li">If a light agent makes the first comment on a ticket with an internal note, the
SLA first reply time target starts at their comment and runs through the next public
agent comment.</li>
<li class="li">SLA first reply time targets for side conversation tickets have additional
considerations. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846166426" target="_blank">Defining OLA policies using internal SLAs and child ticket side
conversations</a>.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested3" id="topic_ojk_vyk_kxb">
<h4 class="title topictitle4" id="ariaid-title6"><strong class="ph b">Next reply time</strong></h4>
<div class="body">
<p class="p">Next reply time is the time between the oldest unanswered customer comment and the next
public comment from an agent (or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6191477770906#topic_ky5_qwg_xyb" target="_blank">autoreply</a>). Use this metric to set the amount of
time it takes for your team to get back to your customers.</p>
<p class="p">The next reply time target starts at the oldest unanswered customer comment and stops
when an agent makes a public comment. In the example below, the next reply time is shown
in segment E.</p>
<p class="p"><img class="image" id="topic_ojk_vyk_kxb__image_nzm_zyk_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/SLA_next_reply_time.png" width="600"></p>
<p class="p">The following example demonstrates the next reply time as a combination of segments C,
D, and E:</p>
<p class="p"><img class="image" id="topic_ojk_vyk_kxb__image_lhv_dzk_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/SLA_next_reply_time_2.png" width="600"></p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_upm_21s_yxb">
<h3 class="title topictitle3" id="ariaid-title7">Update time metrics</h3>
<div class="body">
<p class="p">Update time metrics help you set how frequently you’ll keep your customers informed while
their issue is being resolved.</p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_azd_bkx_yxb">
<h4 class="title topictitle4" id="ariaid-title8"><strong class="ph b">Periodic update</strong></h4>
<div class="body">
<p class="p">Periodic update measures the time between each public comment from agents. Think of
this as how often you want your customers to be provided updates from your team.</p>
<p class="p">This metric uses the agent’s public comment as a starting point and resets after each
public comment an agent makes. In the example below, periodic update is a combination of
segments C, D, E:</p>
<p class="p"><img class="image" id="topic_azd_bkx_yxb__image_bzd_bkx_yxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/SLA_periodic_update.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_jw2_f1l_kxb">
<h4 class="title topictitle4" id="ariaid-title9"><strong class="ph b">Pausable update</strong></h4>
<div class="body">
<p class="p">Pausable update measures the time between each public comment from agents when a ticket
is in a New, Open, or On-hold ticket status.</p>
<p class="p">Use the pausable update metric as an expectation of how long agents will spend on a
ticket. In the example below, the pausable update is the combination of the segments B,
D, and E:</p>
<p class="p"><img class="image" id="topic_jw2_f1l_kxb__image_ags_m1l_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/SLA_pausable_update.png" width="600"></p>
<p class="p">The Pausable update metric applies when an agent makes the first public comment on a
ticket with a New, Open, or On-hold ticket status. It pauses when the ticket is changed
to the Pending status. It resumes when the status is changed to Open or On-hold with
either a public comment or an internal note. Pausable update targets will not start
until there is a public comment from an agent (or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6191477770906#topic_ky5_qwg_xyb" target="_blank">autoreply</a>) and the ticket is not in a Pending
state.</p>
<p class="p">If an agent adds a public comment and marks the ticket as Pending in the same event,
the metric will not be applied to the ticket until the ticket is first submitted in a
New, Open, or On-hold status with a public comment. The metric will apply once the
ticket is set to Pending.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_mgm_p5v_tr">
<h3 class="title topictitle3" id="ariaid-title10">Resolution time metrics</h3>
<div class="body">
<p class="p">The resolution time metrics use the ticket status (or status category if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306#topic_hmv_5kl_dwb" target="_blank">custom ticket statuses activated</a>) to determine the
amount of time that was spent on the ticket.</p>
<p class="p">Note that while you can choose multiple resolution time metrics, it is considered a best
practice to limit your selection to one to avoid confusion.</p>
<p class="p">Resolution metrics always use the status of the ticket for starting, pausing, and
stopping, as opposed to comments. The following graphic shows how the resolution time
metrics fit in with the lifecycle of a ticket:</p>
<p class="p"><img class="image" id="topic_mgm_p5v_tr__image_sqq_kjc_txb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sla_resolutiontime_new.png" width="600"></p>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested3" id="topic_fkc_dbl_kxb">
<h4 class="title topictitle4" id="ariaid-title11"><strong class="ph b">Requester wait time</strong></h4>
<div class="body">
<p class="p">The requester wait time is the combined total time spent in the New, Open, and On-hold
ticket statuses.</p>
<p class="p">Requester wait time starts when the ticket is created and stops once the ticket is
solved. It pauses when the ticket has a Pending status.</p>
<p class="p">In the example below, the requester wait time is the combination of segments A, B, D,
and E. </p>
<p class="p"><img class="image" id="topic_fkc_dbl_kxb__image_nxv_hbl_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/SLA_requester_wait_time.png" width="600"></p>
<p class="p">When you set this metric, consider the amount of time it should take your team to fully
resolve the issue. </p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested3" id="topic_s4p_mbl_kxb">
<h4 class="title topictitle4" id="ariaid-title12"><strong class="ph b">Agent work time</strong></h4>
<div class="body">
<p class="p">Agent work time is the combined total time spent in the New and Open ticket
statuses.</p>
<p class="p">This metric pauses when the ticket has an On-hold or Pending status.</p>
<p class="p">In the example below the agent work time is a combination of segments A, B, and E.</p>
<p class="p"><img class="image" id="topic_s4p_mbl_kxb__image_kw4_qbl_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/SLA_agent_work_time.png" width="600"></p>
<p class="p">When you set this metric, consider how much time an agent should spend on a ticket.</p>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested3" id="topic_nfb_hfv_sxb">
<h4 class="title topictitle4" id="ariaid-title13"><strong class="ph b">Total resolution time</strong></h4>
<div class="body">
<p class="p">Total resolution time is the total amount of time it should take to resolve a ticket,
including time in a Pending status. It measures the entire lifecycle of a ticket, from
when it's created until when it's solved. It doesn't pause on any ticket status changes,
except for when the ticket is changed to the Solved status.</p>
<p class="p">Note that if a ticket is solved and then reopened, the time spent in the Solved ticket
status is treated as a pause and doesn't count towards the target. See <a class="xref" href="#topic_er3_4vb_fxb">Reopening tickets effect on an SLA</a>.</p>
<p class="p"><img class="image" id="topic_nfb_hfv_sxb__image_rcb_vjc_txb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sla_total_resolution_time_graphic.png" width="600"></p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_hm2_xbl_kxb">
<h3 class="title topictitle3" id="ariaid-title14">Best practices for using metrics together</h3>
<div class="body">
<p class="p">You don’t need to set a target for every metric in an SLA policy. The example below
illustrates all the metrics and how they overlap:</p>
<p class="p"><img class="image" id="topic_hm2_xbl_kxb__image_pzt_pkc_txb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/SLA_using_metrics_together_2.png" width="600"></p>
<div class="p">When setting up an SLA policy, choose the most relevant metrics that you want to measure.
Some best practices to consider:<ul class="ul" id="topic_hm2_xbl_kxb__ul_ers_dcl_kxb">
<li class="li">First reply time is straightforward and a good starting point if you’re not sure of
which metrics you want to hold your team accountable to.</li>
<li class="li">Pick only one resolution time metric: Requester wait time, Agent work time, or
Total resolution time.</li>
<li class="li">It is possible to have both next reply time and periodic update time metrics active.
Your target status will display the metric closest to becoming breached.</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested1" id="topic_er3_4vb_fxb">
<h2 class="title topictitle2" id="ariaid-title15">Reopening tickets effect on an SLA</h2>
<div class="body">
<div class="p">If a ticket is reopened, the following metrics are impacted. The reply time and update
targets activate new targets, and the work time and wait time targets reactivate.<ul class="ul" id="topic_er3_4vb_fxb__ul_is3_qvb_fxb">
<li class="li">
<strong class="ph b">First reply time, Next reply time</strong>: If a ticket is reopened with a public
end-user comment and all conditions are met, the relevant Reply Time metrics activate
new targets.</li>
<li class="li">
<strong class="ph b">Periodic update, Pausable update</strong>: If a ticket is reopened with an end-user
comment, nothing will happen. If a ticket is reopened with a public comment from an
agent (or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6191477770906#topic_ky5_qwg_xyb" target="_blank">autoreply</a>), the relevant Update metrics activate
new targets.</li>
<li class="li">
<strong class="ph b">Agent work time:</strong> This metric reactivates the same target with the same amount
of time elapsed/remaining, and it treats the time in Solved status like a pause. If the
ticket goes to Pending/On-hold status, it will remain paused until the ticket goes to
Open status.</li>
<li class="li">
<strong class="ph b">Requester wait time</strong>: This metric reactivates the same target with the same
amount of time elapsed/remaining, and it treats the time in Solved status like a pause.
If the ticket goes to Pending status, it will remain paused until the ticket goes to
Open/On-hold status.</li>
<li class="li">
<strong class="ph b">Total resolution time</strong>: This metric reactivates and continues to count from the
ticket creation time. Any time spent in the Solved status is treated as a pause and
isn't counted towards the target.</li>
</ul>
</div>
</div>
</div>
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