A perfect guide for agents, admins, and your internal Desk documentation.
Below is a structured, sequential guide using a visual step‑by‑step format.
All SLA rules are created and managed from the Setup panel.
Go to Setup → Automation → SLAs
Ensure you have Admin or Supervisor permissions
Review existing SLA rules before creating new ones
Each SLA defines response and resolution time for a specific ticket type.
Click + Add SLA
Enter SLA Name (e.g., Warranty SLA, Service SLA)
Add a short description for internal clarity
These timers ensure agents reply and resolve issues within defined limits.
Choose Response Time (e.g., 30 mins, 2 hours)
Choose Resolution Time (e.g., 4 hours, 24 hours)
Select Business Hours or 24×7
Conditions decide which tickets this SLA applies to.
Set conditions like Department, Channel, Priority, Category
Example: Department = Service, Priority = High
Escalations notify supervisors when SLA is about to breach.
Add First Level Escalation (e.g., notify Service Manager)
Add Second Level Escalation (e.g., notify Admin)
Choose when escalation triggers (e.g., 80% of SLA time)
Once saved, the SLA starts applying to all matching tickets.
Click Save
Ensure the SLA is Enabled
Reorder SLAs if needed (top priority applies first)
Zoho Desk tracks SLA compliance automatically.
Go to Reports → SLA Dashboard
Check SLA compliance %
Identify delayed tickets
Review agent performance
Improve rules based on data
SLAs in Zoho Desk ensure fast response, timely resolution, and professional support. Your workflow becomes disciplined, measurable, and customer‑friendly.