Set Response & Resolution Time Targets for Faster, Consistent Customer Support

🟩 1. What Are SLAs in Zoho Desk?

SLAs (Service Level Agreements) define how quickly your team must respond to and resolve tickets.

An SLA includes:

• Response Time (first reply)

• Resolution Time (final closure)

• Working hours

• Holidays

• Escalation rules

SLAs = Time commitments to customers.

🟩 2. Why SLAs Are Important

• Ensure timely responses

• Improve customer satisfaction

• Maintain consistent service quality

• Help manage agent performance

• Trigger escalations for overdue tickets

• Perfect for multi‑team operations like Kanchan Electronics

🟩 3. SLA Components Explained

1. First Response Time

How long agents have to send the first reply.

2. Resolution Time

How long agents have to fully resolve the ticket.

3. Business Hours

SLAs only count time during working hours.

4. Holidays

SLAs pause on holidays.

5. Escalations

Actions triggered when SLA is about to breach or already breached.

🟩 4. How to Create an SLA (Step‑by‑Step)

Step 1: Go to Setup

Click the gear icon.

Step 2: Select SLAs

Under Automation.

Step 3: Click + New SLA

Give it a name.

Step 4: Add Conditions

Examples:

• Priority = High

• Channel = Email

• Tag = warranty

• Product Category = Chimney

Step 5: Set Response & Resolution Times

Example:

• First Response: 2 hours

• Resolution: 24 hours

Step 6: Choose Business Hours

Select your working hours (e.g., 10 AM – 7 PM).

Step 7: Add Escalations (Optional)

Examples:

• Notify manager 1 hour before breach

• Reassign ticket if overdue

• Add tag “escalated”

Step 8: Save

Your SLA becomes active immediately.

🟩 5. SLA Escalation Levels

Level 1 — Warning

Triggered before SLA breach. Example: Notify agent + supervisor.

Level 2 — Breach

Triggered when SLA is missed. Example: Reassign to senior agent.

Level 3 — Critical Escalation

Triggered long after breach. Example: Notify department head.

🟩 6. Examples for Kanchan Electronics

1. High Priority Service Tickets

• First Response: 1 hour

• Resolution: 12 hours

• Escalation: Notify Service Manager

2. Warranty Tickets

• First Response: 4 hours

• Resolution: 48 hours

• Escalation: Notify Warranty Head

3. E‑commerce Order Issues

• First Response: 2 hours

• Resolution: 24 hours

• Escalation: Notify E‑commerce Manager

4. Refund Requests

• First Response: 3 hours

• Resolution: 72 hours

• Escalation: Notify Billing Manager

5. Installation Requests

• First Response: 2 hours

• Resolution: 24 hours

• Escalation: Notify Installation Team Lead

🟩 7. Best Practices

• Create different SLAs for each department

• Keep SLA times realistic

• Use escalations to avoid delays

• Review SLA performance weekly

• Use tags to trigger specific SLAs

• Combine SLAs with auto‑assignment rules

• Avoid too many escalation levels

🟩 FAQs

Q1. Can one ticket match multiple SLAs? No — Zoho Desk applies the first matching SLA.

Q2. Do SLAs work outside business hours? Only if you enable 24×7 mode.

Q3. Can SLAs be department‑specific? Yes, each department can have its own SLA set.