An SLA policy sets how quickly a support team must reply to and resolve tickets. How to create one in Zendesk Admin Center, set first reply time targets by priority in business hours, and confirm the policy applies to a new ticket.
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3 min watch
Chapters
Targets for every ticket
A service level agreement defines how quickly a support team should respond to or resolve a ticket. In Zendesk, SLA policies live in Admin Center under Objects and rules, Business rules, Service level agreements.
Creating the policy
This walkthrough creates a policy called Priority Support SLA, with a condition that applies it to tickets whose type is Incident. For first reply time it sets 15 minutes for urgent tickets, one hour for high, four hours for normal and eight hours for low, all measured in business hours rather than calendar hours.
Checking it works
A new ticket with type Incident and priority Urgent is submitted as New. The ticket's events then show that the Priority Support SLA policy has been applied.
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3 min/Oct 2026
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