Zendesk SLA Policy Design for Priority Levels
Define priorities and targets that the team can meet.
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Design SLA policies for Zendesk. Ticket types and customers: [TICKET_TYPES_AND_CUSTOMERS]. Team size and hours: [TEAM_AND_HOURS]. Current response and resolution times: [CURRENT_TIMES]. Commitments in contracts: [CONTRACT_COMMITMENTS]. Targets should be realistic and measured honestly. Define priority levels as a decision list agents can apply in ten seconds, with an example for each and a rule for who may change priority; first reply and next reply targets in business hours; resolution targets; how pause conditions work (waiting for customer); breach alerts; and an escalation path. Check capacity with arithmetic: 120 tickets a day, 6 agents with 6 productive hours and 15 minutes per ticket gives 360 / 15 = 24 tickets per agent a day, 144 in total, which exceeds 120 with little slack; if one of six agents is away, capacity falls by about 17 percent. Recommend a six-week pilot with weekly measures and a decision on whether to adjust targets before promising them externally. SLA features depend on plan [VERIFY]. Present the policy as a table.
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