SLAs on Moved Tickets - Zoho Desk Knowledgebase

What happens to the SLA of a ticket on moving it to another department?

A Service Level Agreement, or SLA, is the standard of service that you agree to deliver to your customers. It represents the response and the resolution times offered by your agents on their tickets.

SLAs in Zoho Desk are department specific, that is, they are triggered when tickets are either created or updated in a department. Hence they are not sticky, and their association is removed the moment you move a ticket to another department. In fact, tickets will get applied with SLAs of the new department, where available.

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