We have an incremental endpoint for SLA violations and dating events: developer.zendesk.com/rest_api/docs/core/ticket_metric_events Does this affect anyone else? I have made a feature request to reflect this: support.zendesk.com/hc/en-us/community/posts/205240698 (d) „Service Level“ or „SLA“ means the service level performance standards described in Section 3 of this Appendix I. A service level agreement (SLA) is an agreed measure of the response and resolution times that your support team provides to your customers. Providing service-level support ensures that you are providing a measured and predictable service. It also provides greater visibility when problems arise. Zendesk is one of the most popular customer support and service platforms on the market. Two measures that measure the effectiveness of your customer support are response and resolution times: how quickly you are able to respond to a customer ticket and how quickly you are able to mobilize the relevant staff, perform the necessary corrective tasks and finally resolve the ticket. This agreement could cover the quality, availability or timeliness of the service provided. An SLA is usually part of a larger contract. Or internal SLAs may simply be customer service standards that you set as goals for your support team, but don`t officially guarantee to customers. In fact, it`s not a bad idea to privately test all proposed SLAs before they are released. For example, you can set a business goal for initial response or resolution times. When your team reaches the goal, you can promise customers a certain quick response rate. Once you`ve decided on the purpose of your SLA, it`s time to close the deal.
Because SLAs usually involve a lot of legalesis, it`s often easier to write one based on a template. This article provides a more detailed breakdown of this: support.zendesk.com/hc/en-us/articles/204770038-Defining-and-using-SLA-policies-Professional-and-Enterprise – Now that you`ve made the SLA a part of your workflow, you need to prepare for it when things don`t work, i.e. violations. The term refers to the breach of a service level agreement, as in the case of a „breach of contract“. Can I retrieve ticket-level SLA data via the API? Such as: time until the next violation (including what policy), violations that have already taken place, etc. Once you`re sure you can provide a consistent level of service, hire customers with official guarantees. Sometimes the mere existence of an SLA in a contract calms a customer`s mind. To attract potential customers, your marketing team can also advertise in campaigns the speed of your service window. You can set SLAs in Zendesk Support so that you and your agents can monitor your service-level performance and meet your service-level goals. .