How to use Service Level agreements in ZohoDesk?

Zoho Desk is armed with intelligent automation and SLA rules to help you run your helpdesk more efficiently.

A Service Level Agreement, or SLA, is the standard of service that you agreed to deliver to your customers. The service agreement will represent the response times and the resolution times offered by your agents.

Zoho Desk


Don’t let tickets fall through the cracks.

  • Service Level Agreements help you automatically set a due time for tickets based on criteria like the channel the ticket came from, the customer who raised the ticket, and the status of the ticket. 
  • This helps your agents decide which tickets need their attention immediately and which tickets can be solved later.

Zoho Desk

Handle mistakes quickly

  • When SLA violations arise, Zoho Desk automatically escalates the overdue tickets to the relevant manager or agent. 
  • A simple set of rules can be easily customized to govern these actions and manage tickets more efficiently.


Manage tickets proactively.

  • Managers and supervisors can create a custom view to see a list of all SLA-Violated tickets.
  • They can then step in and manage these tickets either directly or by assigning them to another team member to ensure timely resolution.


Monitor progress.

  • Track the progress of the entire customer service effort, such as the number of overdue tickets, SLA breaches, and average response times. These are important indicators of how well your team is functioning.
  • Track them using custom reports, that can be easily generated and delivered to your inbox, automatically.



SLAs are very simple to set up. You must first create an SLA policy, to be linked to an account or to share them across many accounts. SLAs can be triggered when tickets are: created, updated, created or updated, field updated, created or field updated.

To create a new SLA policy for an account:

  1. Click the Setup icon in the top bar.
  2. In the Setup Landing page, click Escalate (SLA) under Automation.
  3. In the Service Level Agreements page, select the Department from the drop-down menu.
  4. Click New SLA in the upper right area.

Zoho Desk

  1. In the Create SLA page, do the following:
    • Enter the SLA Name.
    • Specify when you want the triggers to fire automatically.
      You can choose between Ticket Create, Ticket Update, Field Update, and Customer Reply.
  1. Click Next > Add Target > Save.

Zoho Desk

Adding SLAs to Accounts

Now that you have created an SLA, you must add the SLA policy to an account. 

To add an SLA:

  1. Click the Customers module. 
  2. In the Contacts Home page, click the Accounts tab in the lower-left corner.
  3. In the Accounts Home page, select an account to view its details. 
  4. In the Account Details page, click the SLA & Contract icon ( ) from the floating widgets on the left of the screen.
  5. Under SLA & Contract Information section, click Add SLA.
  6. Select the SLA from the drop-down menu.
  7. Click Save.

The SLA will be associated with the account.



The SLA response/resolution times can be relative to your business hours, meaning it only considers the working hours of your support center.

For example, if your operating hours are 8 AM-5 PM, Monday to Friday, and a ticket is opened at 4 PM on Friday, then a resolution to this at 10 AM on the following Monday is a 3-hour resolution time considering your business hours.

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