This solution sets up SLAs (Service Level Agreements) and escalation workflows inside Zoho Desk. It ensures tickets are responded to and resolved within defined timelines, while automatic alerts and actions prevent delays and maintain accountability.
Note: The visuals depicted above are for illustrative purposes only and do not guarantee exact results or interface design.
What’s Included
SLA policies configured for all ticket priorities and channels
Escalation rules with notifications or actions
Assignment of responsibility for each escalation level
SLA integration with department workflows
Testing and final deployment
Optional Add-Ons
(Available for additional scope if needed)
Advanced customizations of SLA rules
Additional automation beyond core SLA setup
Integration with external tools for escalation management
Prerequisites (Client Responsibilities)
Active Zoho Desk license
Defined ticket priorities and resolution targets
List of departments and escalation responsibilities
No technical setup required on your end — we’ll handle it all.
Ideal For
Support teams managing high ticket volumes
Businesses needing strict response and resolution SLAs
Managers looking to enforce accountability with escalations
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