SLA and Priority Rule Audit Against Real Ticket Data
Check whether SLA targets and priorities reflect what customers need.
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Audit SLA and priority settings in Zendesk. The SLA targets by priority and the rules that set priority: [SLA_AND_RULES]. A sample of tickets with created time, priority, first reply time, resolution time, and whether the SLA was met: [TICKET_SAMPLE]. Customer complaints about waiting: [COMPLAINTS]. Calculate the percentage meeting each SLA by priority, median and 90th percentile times, and the share of tickets by priority with the arithmetic. Check whether urgent priority is overused (more than a set share), whether rules set priority by customer words in a way that causes errors, and whether business hours are applied correctly. Make a table of findings with fixes. Propose a simpler priority definition, realistic targets based on current performance, and a plan to review monthly. Use my data only. Mark Zendesk SLA features and business hours handling [VERIFY]. Add a worked SLA table: urgent 40 tickets, 26 met the one-hour target (65 percent), high 120 tickets with 108 met (90 percent), normal 400 with 392 met (98 percent), and a discussion of whether the urgent target is realistic given staffing. Include how to review priority rules each quarter.
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