Community Tip: Managing complex SLA needs with Zendesk

Published May 5, 2015
Last modified May 5, 2015

If you have particularly complex SLA needs, as we do at, then you probably find yourself managing those through a combination of views and some creative business process. To give you an idea of what we’re dealing with, we support nearly 200 games, in 15 languages, for a global audience, using several channels, and prioritizing based on diverse player needs. Doing that using views gets a bit messy.

Recently, we’ve had the amazing opportunity to play around with enhanced service level (SLA) functionality in Zendesk, and it resulted in some pretty significant changes to the way we work. I thought I’d share some of what we learned along the way in this Community Tip.

With Zendesk's enhanced SLA functionality:

  • We simplified our View structure, keeping it down to language only
  • We implemented SLA policies for each channel, game, player need, and status
  • We updated our simplified Views to order tickets based on the SLA time

We also learned a few lessons. This Community Tip details what you should keep in mind when using this new feature and how enhanced SLAs can help your team meet and exceed SLA targets.

Head to the forums to get the details on this community tip

This community tip is from Mathew Cropper, Service Improvement Manager at

Keep the knowledge flowing. For more tips like this, check out our Zendesk Tips of the Week collection.