SLA - Internal Note

Agent Efficiency

What's new for Zendesk SLA Policies: Advanced first reply time metrics.

Zendesk Service Level Agreements are a major part of making sure agents work on the right ticket first and are essential for good queue and routing management. This article explores the new advanced features for measuring reply times.

Agent Efficiency

My approach to setting up Zendesk SLA Policies and enabling Group Policies.

In this article we'll explore the new Group SLA policies in Zendesk, lay out an approach to setup a scalable SLA policy across your instance and make sure agents take care of the right ticket first.