SLA policies are created with two key timers: First Response Time (FRT) and Resolution Time. Timers start when a ticket is created and count down based on the department’s configured business hours. When a timer is close to breaching, escalation rules notify supervisors.
You can create multiple SLA policies in Zoho Desk and apply them based on ticket priority, customer account type, or department. Enterprise customers might have a 1-hour FRT, while standard customers have a 4-hour FRT, all managed automatically.
Zoho Desk tracks SLA compliance rates in built-in reports. Managers can see the percentage of tickets resolved within SLA, identify teams or agents with frequent violations, and use this data to adjust staffing and processes.
An SLA (Service Level Agreement) in Zoho Desk is a policy defining how quickly support teams must respond to and resolve tickets. SLA timers track compliance, and escalation rules fire when deadlines are at risk.
Yes. You can create multiple SLA policies and apply them based on ticket priority, contact type, or custom fields. This allows premium customers to receive faster guaranteed response times automatically.
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