How is the Target for SLAs determined?

The target for SLAs (Service Level Agreements) is determined based on priority and performance metrics. This means that the level of urgency assigned to a ticket, which is categorized as low, medium, high, or urgent, impacts the timeframe within which a response or resolution is expected.

Performance metrics such as specific response times and resolution times are also considered. For example, an urgent ticket may have a much shorter response time target compared to a low-priority one. By assessing both the ticket priority and established performance standards, organizations can ensure they are meeting customer needs effectively and efficiently, ultimately leading to improved customer satisfaction.

The other options suggest methods for determining SLA targets that do not encompass the comprehensive approach utilized by Zendesk, as they either limit the criteria to just one aspect (like ticket type), imply a fully automated process without consideration of factors that impact service levels, or focus on historical data trends without incorporating current ticket priorities.