Definitions
What are SLAs and OLAs?
SLA — Service Level Agreement
The agreed-upon response and resolution times that your support team deliver to your customers.
OLA — Operational Level Agreement
The time it takes each internal support group to perform their designated tasks in order to prevent an overarching SLA from being breached.
The Challenge
Where Native Zendesk Falls Short
Native Zendesk SLA tools fall short when you need:
- Down to the minute actions on tickets (Zendesk automations only allow for hourly updates)
- The ability to run SLAs on multiple sets of business hours
- The ability to run SLAs on private tickets
- Running SLAs on agent-created tickets
- Different SLA levels depending on the team a ticket is assigned to
- Internal SLAs (aka OLAs) to measure and enforce internal team performance
SweetHawk Solution
How we help
- Configure workflows with down-to-the-minute precision on unlimited sets of business hours.
- Give agents visual timelines showing SLA/OLA status.
- Trigger custom ticket actions based on timer events.
- Full Zendesk integration with triggers, automations, and views.
- Reporting on SLA/OLA performance metrics.
Customer proof
Teams running this in Zendesk right now
Real quotes from customers using SweetHawk apps for this exact workflow.
What you get from SweetHawk completely changes what Zendesk can do for you.
It's about consistency of delivery, quality control, and making sure our customers get the service we promise them.
Every time we've needed to extend the functionality of Zendesk, SweetHawk apps have been there.
