Does the order of Service Level Agreements (SLAs) matter?

The order of Service Level Agreements (SLAs) does matter in Zendesk, as it determines the SLA policy that is applied when multiple SLAs could potentially apply to a ticket. Each SLA can have specific conditions and priorities, and when there are overlapping rules, Zendesk will evaluate them in the order they are configured. This means that if a ticket qualifies for multiple SLAs, the first one in the order that meets the ticket's conditions will be the one that is applied.

This structure allows administrators to prioritize certain SLAs over others based on business needs or service expectations, ensuring that the most critical agreements are honored first. Proper management of the order of SLAs is essential for maintaining consistency in how tickets are handled, especially when dealing with varying support response times across different levels of urgency or ticket type.