Fine Tuning: SLAs with Zendesk

Published July 30, 2015
Last modified July 30, 2015

Join us in the Zendesk forums today for the next installment of our Fine Tuning Series. We’re hosting a day-long discussion focused on the Zendesk SLA feature.

Throughout the day, I’ll post best practices and other resources about Service Level Agreements and our own SLA feature. But this is a conversation, not a monologue! I can’t wait to hear your tips and ideas with SLAs.

The discussion is already underway; we kicked it off with an overview of SLAs and how they fit into every organization. In today’s three part series, with new content posted at 8am, 11am, and 2pm (Pacific time), we’ll cover the below topics and more:

  • The idea of an SLA has changed in the last few years. Let’s talk about the different types of SLAs and how Zendesk can help you achieve those goals.
  • Effective SLAs are all about efficient workflows. We’ll discuss some best practices for creating your workflows and where SLAs fit into that puzzle.
  • Setting up SLAs is a great accomplishment! But it doesn’t mean much if you don’t measure your progress or train your agents properly. Here we’ll talk about ways to get your team involved and what metrics to watch.

Head over to the forums for more details and tips, and to join the conversation

This discussion continues in our Fine Tuning series, a monthly discussion in our forums about a specific topic. Hosted by a member of the Zendesk Customer Success team, each day-long discussion will include Zendesk-posted content as well as tips and ideas from our customer community.