Create an SLA Policy and Escalation Rules
Here is our approach for creating an SLA policy and escalation rules in Zoho Desk in a simple way.
Even a non-technical person can easily set it up in just a few steps.
Approach
We can create an SLA policy and configure escalation rules in Zoho Desk using the following steps.
1. Creating an SLA Policy
1.1 Open "Setup", navigate to "Automation" and select"Service Level Agreement (SLA)"
1.2 Click "New SLA"
1.3 Enter the name and description, select "Ticket Create" as the execution trigger, and click "Next"
1.4 Click "Add Target" to define the conditions for the SLA
1.5 Set the ticket conditions, response and resolution times, and enable escalation options as required
2. Configuring Escalation Rules
2.1 Choose the agents to notify
2.2 Select the Agent Notification Template, configure the ticket priority, and click "Save"
Video: Create an SLA Policy and Escalation Rules in Zoho Desk
Here is the video explanation of the above steps.
