The way that these metrics work with SLAs: However, there are important differences in Measure of the response and resolution times that your support teamĭelivers to your customers. Zendesk Service Level Agreements, or SLAs, are an agreed-upon SLA times, make sure you review the information in this Important: The first reply time detailed earlier in thisĪrticle and the SLA first reply time both use the first Ticket sharing, this does not count toward your account's
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