Subtitle: Ensure Timely Responses & Resolutions with Automated Service Level Agreements

🟩 1. What Are Ticket SLAs?

SLAs (Service Level Agreements) define how quickly your team must respond to and resolve tickets. They help you maintain consistent service quality by setting:

• First Response Time

• Resolution Time

• Business Hours

• Holiday Calendars

• Escalation Levels

SLAs ensure no ticket is delayed or forgotten.

🟩 2. Why SLAs Are Important

• Improve customer satisfaction

• Maintain predictable service timelines

• Reduce delays and missed follow‑ups

• Trigger automatic escalations

• Provide measurable performance metrics

• Ensure accountability across teams

🟩 3. SLA Components

1. First Response Time

Time allowed to send the first reply to the customer.

2. Resolution Time

Time allowed to fully resolve the ticket.

3. Business Hours

Working hours during which SLA timers run.

4. Holidays

Non‑working days when SLA timers pause.

5. Escalation Levels

Automatic notifications when SLA is about to breach or has breached.

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

Step 1: Go to Setup

Click the gear icon in Zoho Desk.

Step 2: Select “SLA”

Under Automation.

Step 3: Choose the Department

Each department (Service, Warranty, Billing, E‑commerce) can have its own SLA.

Step 4: Click “+ Add SLA”

Enter:

• SLA Name

• Description

• Applicable Ticket Criteria (Priority, Channel, Tags, etc.)

Step 5: Set Timers

Define:

• First Response Time

• Resolution Time

• Business Hours

• Holidays

Step 6: Add Escalation Rules

You can set up to 4 escalation levels:

• Level 1 → Team Lead

• Level 2 → Manager

• Level 3 → Admin

• Level 4 → Director

Step 7: Save SLA

It becomes active immediately.

🟩 5. How SLAs Work on Tickets

When a ticket is created:

• SLA is automatically applied

• Timers start running

• Agents see countdown timers

• Escalations trigger if deadlines are missed

• SLA status appears in ticket timeline

🟩 6. SLA Examples for Kanchan Electronics

1. Service Tickets

• First Response: 30 minutes

• Resolution: 24 hours

• Escalation: Service Lead → Manager

2. Warranty Tickets

• First Response: 1 hour

• Resolution: 48 hours

• Escalation: Warranty Manager

3. E‑commerce Order Issues

• First Response: 15 minutes

• Resolution: 12 hours

• Escalation: E‑commerce Head

4. Billing / Refund Tickets

• First Response: 1 hour

• Resolution: 72 hours

• Escalation: Accounts Manager

🟩 7. Best Practices

• Keep SLAs realistic

• Use different SLAs for different priorities

• Add escalation levels for urgent tickets

• Review SLA performance monthly

• Use tags to apply SLAs automatically

• Combine SLAs with automation rules

🟩 FAQs

Q1. Can I apply multiple SLAs to one ticket? No, only one SLA applies based on matching criteria.

Q2. Do SLAs pause outside business hours? Yes, timers pause automatically.

Q3. Can SLAs trigger automation? Yes, escalations can notify agents, managers, or update fields.