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Mastering Zendesk by Cedric F. Jacob

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Service Level Agreements

Setting up SLAs in Zendesk is a pretty straightforward task. Similar to triggers and automations, you are asked to pick a name for your policy followed by conditions.

In order to navigate to the SLA page, follow these steps:

  1. Click on the Admin icon (gear symbol) located in Zendesk's sidebar.
  2. Click on Service Level Agreements located under BUSINESS RULES within the admin menu.
  3. In order to create a new policy, click on Add policy:

Service Level Agreements

We will be presented with an empty policy waiting to be set up. We can divide this page into the following items:

  • Policy Name and Description
  • Meet all of the following conditions
  • Meet any of the following ...

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