SLA Configuration in Zoho Desk
Service Level Agreement rules in Zoho Desk that define response and resolution time targets for support tickets, with automated escalation when targets are breached.
Service Level Agreements (SLAs) in Zoho Desk define the time commitments a support team makes to customers: first response within 2 hours for high-priority tickets, full resolution within 8 business hours. SLA policies are configured with multiple tiers and assigned to tickets based on product, department, customer account tier, or ticket priority.
Zoho Desk SLA configuration includes business hours settings (support hours are Mon-Fri 9am-6pm; time outside these hours does not count against the SLA clock), holiday schedules, and escalation rules. When a ticket is 30 minutes from breaching its first response SLA, Desk can send an alert to the assigned agent and their manager. When the SLA is breached, an automatic escalation can reassign the ticket to a senior agent.
SLA metrics (breach rate, average response time, resolution time by tier) are available in Zoho Desk's reports and can be fed into Zoho Analytics for cross-product dashboards. Aaxonix configures SLA policies, business hours, and escalation chains as part of every Zoho Desk implementation.
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