Hit response targets, speed up resolutions, and improve service
About SLA Plus
Do you want to manage SLAs in less time—with more control and zero complexity?
Whether you're aiming to boost customer satisfaction, stay on top of response times, or simply bring more structure to your workflow, this SLA-powered solution helps you get there with ease.
SLA App gives you a fast and flexible way to create and manage SLA rules—all in one place. Whether you're setting custom conditions, defining alert behavior, or tagging tickets to unlock deeper insights through Zendesk’s analytics tools, SLA App makes the entire process simple, powerful, and lightning quick.
As part of this tool, you can easily define your team’s business hours and holidays, ensuring SLAs are measured accurately based on actual availability. Set it once, and let the app automatically adjust for holidays and off-hours.
What makes SLA App different?
- Create fully customized SLA rules with flexible conditions in under a minute.
- Alert assignees before an SLA breach with both real-time and email notifications.
- Auto-tag tickets based on SLA progress.
- Send breach alerts to customized user groups via notifications and email.
- Streamline your SLA logic in one centralized, intuitive interface.
Installation
Install the app from the Zendesk Marketplace.
As a Zendesk admin, navigate to the Navbar App.
From the navigation list, select Manage Schedule.
In the Manage Schedule section, you can:
- Add a new schedule.
- Customize your working hours.
- Set up holiday calendars.
Next, go to the SLA Rules section.
Click on Add Rule to create a new SLA rule.
A new screen will open where you can define the rule settings. This includes general information about the rule and the specific SLA conditions you want to apply.
After setting up the rule, click Save to create it.
Once saved, you will return to the main SLA Rules screen, where you can:
- View all your SLA rules.
- Edit or delete existing rules.
- Manage any triggers connected to a specific rule.
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