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Service levels (SLAs)

This page shows you how to set service-level agreements (SLAs) — your promises about how quickly tickets get answered and resolved — and how Zinye Desk keeps every ticket honest against them.

What an SLA does

Section titled “What an SLA does”

An SLA sets time targets for tickets, usually by priority. For example:

  • Urgent — first reply within 1 hour, resolved within 8 hours
  • Medium — first reply within 8 hours, resolved within 2 days

Zinye Desk then tracks each ticket against its targets and shows whether it’s on time or overdue, so nothing quietly slips past its deadline.

Set up an SLA

Section titled “Set up an SLA”
  1. Open Settings and find the Service Level Agreement section.
  2. Create an SLA and set, for each priority, the response time (first reply) and resolution time.
  3. Optionally set working hours / a holiday calendar, so the clock only runs when your team is open.
  4. Save.

New tickets are measured against the SLA automatically based on their priority.

Section titled “Related”