Understanding Response and Resolution Times in SLAs

Understanding Response and Resolution Times in SLAs

It is sensible for your customers to expect that you resolve their tickets within a reasonably acceptable time. If not for a solution, a quick response to their email or a call back to their phone will do. While it is indeed important for your team to respond and resolve tickets quickly, here are some means to bring in the discipline in your approach:

  • SLA Response Times
  • SLA Resolution Times
  • Business Hour Compliant SLAs

What is SLA Response Times
It is apparent that each ticket opened by your customers' presents a unique situation. For example, they can range anywhere between an outage in your product or a simple question about its features. So each ticket should be weighted based on their severity and responded accordingly. Thus the ticket response time gains significance.

Typically, response time is the amount of time between when the customer opens a ticket and when the agent first responds (automated responses don't count) and lets the customer know they’re currently working on it. In some cases, it can also extend to subsequent responses on the same ticket, i.e., the time between the oldest unanswered customer response and the following reply from an agent.

What is SLA Resolution Times
As with response times, it is important to ensure that the customer tickets get resolved in your help desk. Having a pre-defined resolution time lets customers know the quality of service they can expect once they contact your support center.

Typically, resolution time is the amount of time between when the customer first opens a ticket and when that ticket is solved (i.e., closed). Unlike the ticket replies, resolution SLAs use the status of tickets to compute the due periods. You can set the ticket resolution times based on the job priorities. For example, a product downtime issue will be resolved within three hours, a bug concerning a particular user will be fixed within 12 hours, and that feature request will be acknowledged within 48 hours.

Tip: The Countdown Mode allows your agents to respond to tickets based on their SLA due periods.

When is a ticket considered resolved?
By default, a ticket is considered resolved when its status is marked as Closed. In addition to this, you can create custom statuses and map them to the closed state. Setting such closed-mapped statuses for tickets is also considered as resolved.

Business Hour Compliant SLAs
The SLA response/resolution times can be relative to your business hours, meaning it only considers the working hours of your support center.

For example, if your operating hours are 8AM-5PM, Monday to Friday, and a ticket is opened at 4 PM on Friday, then a resolution to this at 10 AM on the following Monday is a 3-hour resolution time considering your business hours.

Also Read:      Creating SLAs 

    Zoho DataPrep Personalized Demo

    If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

    Zoho CRM Training

      Create, share, and deliver

      beautiful slides from anywhere.

      Get Started Now

              Zoho CRM Training Programs

              Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

              Zoho CRM Training

                Zoho SalesIQ Resources

                    Zoho TeamInbox Resources

                              Zoho DataPrep Resources

                                Zoho DataPrep Demo

                                Get a personalized demo or POC

                                REGISTER NOW

                                  Design. Discuss. Deliver.

                                  Create visually engaging stories with Zoho Show.

                                  Get Started Now

                                                        • Related Articles

                                                        • Creating and Using SLAs

                                                          A Service Level Agreement, or SLA, is the standard of service that you agreed to deliver to your customers. The service agreement will represent the response times and the resolution times offered by your agents. Typically an SLA will contain the ...
                                                        • SLA Metrics Dashboard

                                                          Service Level Agreements (SLAs) are the means for tracking and managing response and resolution times in support tickets. For instance, your business may guarantee a 3-hour resolution to a downtime report, but as many as 3 days to resolve a low ...
                                                        • 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 ...
                                                        • Setting up Time Tracking

                                                          Time management is essential, more so in the context of delivering quality customer service to your end users. When a ticket is received, the customer in question would want it to get resolved at the earliest time possible. Similarly, as a support ...
                                                        • Creating Time-based Automations

                                                          Time-based rules are similar to Workflow rules for the reason that both define actions that will trigger alerts, create tasks and update fields in Zoho Desk. However, time-based rules are triggered when a timed event occurs, and not immediately after ...



                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                        CRM Tips

                                                        Make the most of Zoho CRM with these useful tips.

                                                          Zoho Show Resources