This solution implements a full SLA (Service Level Agreement) framework in Zoho Desk. It sets up clear timelines for first response and resolution, and builds in automated escalations and alerts to ensure service quality is never compromised.
Note: The visuals depicted above are for illustrative purposes only and do not guarantee exact results or interface design.
What’s Included
Setup of up to 3 SLA Policies, such as:
First response within 4 business hours
Resolution within 8 business hours
Critical issue resolution within 2 hours
Up to 6 Escalation Rules based on SLA breaches
Automated reminders before deadlines
Auto-escalation to managers or backup agents
Delivered within your existing Zoho Desk ticketing flow
Optional Add-Ons
Want more? You can enhance your SLA setup with:
SLA Reporting Dashboards for performance tracking
Custom routing rules based on ticket priority
SLA bench marking reports by agent or team
Prerequisites (Client Responsibilities)
Active Zoho Desk account (email ticketing already enabled)
Defined business hours and workweek calendars
List of agents and team assignments
⚠️ No technical expertise required — we’ll configure everything for you.
Ideal For
Support teams with time-based service guarantees
SaaS providers, MSPs, and customer-centric businesses
Any business aiming to reduce ticket delays and improve response SLAs
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