1. Purpose
To define the standards for managing customer interactions within Zendesk, ensuring consistent response times, clear accountability across departments, and accurate performance reporting through Service Level Agreements (SLAs).
2. Scope
This procedure applies to all support agents, team leads, and administrators utilizing the Zendesk platform for customer communication and internal ticket transfers.
3. SLA Metric Definitions
Agents must prioritize tickets based on the following three core metrics:
First Reply Time (FRT): The duration between ticket creation and the first manual response from an agent.
Next Reply Time (NRT): The interval between a customer’s latest message and the subsequent agent public reply.
Total Resolution Time: The total time elapsed from ticket opening to the final "Solved" status.
| First Reply Time | The time between the first customer comment and the first public comment from an agent, displayed in minutes. First reply time will not be measured on tickets created by an agent. (seconds/hours/minutes/days) |
| Next Reply Time | The time between the oldest, unanswered customer comment and the next public comment from an agent, displayed in minutes. (seconds/hours/minutes/days) |
| Total Resolution Time | This is the maximum time it should take to resolve a ticket, including all statuses. (seconds/hours/minutes/days) |
| Periodic Update | This commitment ensures that agents maintain consistent communication by providing status reports every X hours, preventing "radio silence" and keeping the requester informed even when a complex issue requires more time to resolve. |
| Requester Wait Time | This metric captures the total duration a customer spends waiting for a resolution while the ticket is in New, Open, or On-hold statuses, serving as a primary indicator of the customer's perceived effort and overall satisfaction. |
| Agent Work Time | This measurement isolates the actual time an agent spends actively processing a ticket in New or Open statuses, intentionally excluding On-hold periods to provide a more accurate picture of the internal labour and resources required to handle the task. |
4. Operational Workflow
A. Monitoring SLA Status
Agents should use the SLA Column in their Zendesk views to prioritize work. Follow the color-coded visual indicators:
Green: Compliant. Time remains to meet the target.
Orange: Warning. Ticket is nearing a breach.
Red: Breached. Ticket has exceeded the target (displayed as a negative value).
Blank: No active SLA (typically when waiting for a customer response).
B. Priority-Based Targets
Unless otherwise specified by a custom client contract, the following default targets apply (based on Business Hours):
| Priority | First Reply Target | Next Reply Target |
|---|---|---|
| Urgent | 30 Minutes | 2 Minutes (Messaging/Chat) |
| High | 1 Hour | 1 Hour |
| Normal | 4 Hours | 4 Hours |
| Low | 1 Day | 1 Day |
C. Multi-Team Handoffs (Group SLAs)
When a ticket is transferred between departments (e.g., Support to Finance):
The Group SLA timer begins for the receiving department.
The receiving team is accountable for their specific portion of the resolution time (e.g., 2 business hours for Finance tasks).
Transferring a ticket resets the specific group timer, but the Total Resolution Time continues to aggregate.
5. Ticket Status & Follow-ups
Solved vs. Closed Status
Solved: The issue is addressed but can be reopened if the customer replies.
Closed: The ticket is archived and cannot be reopened.
Follow-up Procedure
If a customer reaches out regarding a Closed ticket:
Create a Follow-up Ticket linked to the original.
Review the linked ticket history to ensure continuity of conversation.
Perform identity verification if required by industry-specific regulations (e.g., Medical Aid/Fintech).
6. Reporting and Compliance
Performance Reviews: Management will pull weekly reports on "Achieved vs. Breached" percentages.
Target Adjustments: If a specific metric is consistently breached, the SLA policy will be reviewed to determine if the target is unrealistic or if process bottlenecks exist.
Agent Effort: Use the "Agent Work Time" metric for performance reviews, as this excludes time spent waiting on third parties or customers.
7. Governance & Updates
The order of SLA policies in Zendesk settings is critical. The system matches tickets to the first qualifying policy in the list. Any changes to policy hierarchy must be approved by the System Administrator.
Note: SLA timers automatically pause when a ticket is set to Pending (waiting on customer) or On-Hold (waiting on a third party). Always update the status accurately to ensure your performance metrics remain precise