In Zendesk, open Admin Center, go to Objects and rules, then Business rules, Service level agreements, and click Create policy. Name it, set the conditions a ticket must meet, add reply, update or resolution targets by priority, choose calendar or business hours, and save. Tickets need a system Priority value for the SLA to apply.
Fix Priority before you build anything
Start here, because it's the reason most new SLAs seem not to work. A ticket must have a value in the system Priority field, Low, Normal, High or Urgent, for an SLA to apply. If it's blank, the SLA doesn't apply. And custom fields don't count, even if you've named one Priority. Targets are always based on the system default Priority field.
The Zendesk Help Center suggests the fix: create a trigger that sets a Priority automatically when a ticket is created. Do that first, and every new ticket will be eligible for a policy from the moment it arrives.
What a policy is made of
Each SLA policy has two parts: conditions a ticket must meet, and targets that measure things like response and resolution time. Conditions can use standard and custom fields, so you can build a policy for one customer group, one channel or one product. Targets are then set per priority.
| Metric group | Metrics named in the docs |
|---|---|
| Reply time | First reply time, next reply time |
| Update time | Periodic update, pausable update |
| Resolution time | Resolution metrics |
In all, you can set targets for seven metrics across reply, update and resolution time. Reply time policies apply to tickets, chat and messaging conversations, so one policy can cover every channel your team answers.
Creating the policy
- In Admin Center, click Objects and rules in the sidebar, then select Business rules, then Service level agreements.
- Click Create policy, enter a Policy Name and, if you like, a Description, then click Next.
- Select the conditions for the policy, using standard or custom fields, then click Next.
- Click Add target for each reply, update or resolution metric you want, and enter a time for each ticket priority.
- Choose calendar hours or business hours for each priority, then click Add.
- Click Save policy, then drag it into the right position among your other policies.
- Check that tickets are getting a system Priority, for example through the trigger above.
Times can be entered in hours, minutes or seconds, and the minimum target is 15 seconds.
Business hours or the clock
You can pick calendar hours or business hours for each priority separately. A common pattern for a small team is business hours for Low and Normal, so a ticket on Friday evening doesn't breach over the weekend, and calendar hours for Urgent, where the clock should run all the time. Be honest with yourself about what the team can cover before you choose calendar hours.
Order decides which policy wins
The order of SLA policies determines how they're applied. Put the most restrictive at the top and the least restrictive at the bottom. If a general policy sits above a stricter one for VIP customers, the VIP tickets can end up on the looser targets. After saving any new policy, drag it into place and check the list from top to bottom.
If you're setting targets for the first time, this piece on AI and customer service response times is useful background on what customers now expect.
How other help desks handle SLAs
Zoho Desk's SLA page says its rules automatically set a due time for tickets based on criteria such as the channel, the customer and the ticket status. HubSpot Service Hub's ticketing page describes prioritising, assigning and automating tickets in a shared inbox. For a wider view, see my list of the best help desk tools for small businesses or this round-up of Zendesk alternatives.
Want AI doing the heavy lifting in your marketing?
I build the systems that handle the boring 80 percent, so you get your week back. Done properly, with the human kept in.
My advice for your first SLA
Build the Priority trigger first. Then create one policy covering all tickets, with a first reply target for each priority and business hours on everything except Urgent. Watch it for two weeks before adding stricter policies for VIPs or channels, and keep the strictest ones at the top of the list.
Want your tool on this list? Featured spots and reviews here are paid partnerships. Here's how to partner with me.
Frequently asked questions
What is the shortest SLA target in Zendesk?
The minimum target time is 15 seconds.
Why is my SLA not applying to a ticket?
The ticket needs a value in the system Priority field; custom fields don't count.
Can SLAs follow business hours?
Yes. You can choose calendar hours or business hours for each priority.
Do SLAs cover chat and messaging?
Reply time SLA policies apply to tickets, chat and messaging conversations.
Does policy order matter?
Yes. Put the most restrictive policies at the top.
