If you use Zendesk for customer support, configuring your SLAs correctly is crucial. An SLA breach in Zendesk directly impacts your team's metrics and potentially your company's revenue.
Setting Up SLAs in Zendesk
Zendesk allows you to set complex SLA policies based on ticket priority and conditions. You can define targets for:
- First reply time
- Next reply time
- Periodic update time
- Requester wait time
- Agent work time
Monitoring a Zendesk SLA Breach
When a ticket approaches its target, Zendesk can highlight it. If the target is missed, the ticket is flagged with an SLA breach Zendesk tag. You can build Explore dashboards to track your overall Zendesk SLA calculator metrics.
Translating Zendesk Breaches to Client Penalties
Zendesk is excellent at tracking the time, but it does not calculate financial penalties for B2B contracts. If you provide B2B support and owe a client money for breaching your Zendesk SLAs, you must export the breached ticket count and apply your contract's penalty formula.
Calculate Your Zendesk Penalties
Export your breached Zendesk tickets and calculate the exact financial credit owed to your clients.
⚡ Free SLA Breach Calculator →