Greetings all my name is jason carr, I'm the support operations manager here at git lab and today we're going to cover uh creating sla policies in zendesk. A thing to keep in mind is sla. Policies can impact legal contractual agreements we have with customers upon signing up for a subscription, so you should always follow full change management process. Before doing any of this, that said, let's share my screen and get started so to get started. You'll need to go to the admin panel that'll be done by clicking this gear icon.

You're then going to scroll all the way down here to business rules and click service level agreements and then to create one we're going to click, add policy, and here we'll go ahead and type it out. So testing testing um we're gonna go ahead and make it where the brand is not the sandbox just because I know that's a condition that won't be hit since every ticket's using that um we're gonna hit some.

You know hours here so times at a git lab the only ones we use are first for first reply time and next reply time currently um for hours of operation. You're going to select it for calendars, this means the clock will tick even when it's not in the scheduled time period. So if it's like saturday noon texas time, that's not a time where in business hours, but if you set it to calendar hours, the clock will still tick.

The alternative is to use business hours where it'll only you know the clock will only tick for the sla clock when it's in that schedules business hours once you're done setting all this you'll click the black save button and from there we have created an sla policy. That's all there is to creating an sla policy. I hope you found this educational and I look forward to seeing the next video.