How many SLA policies can be simultaneously applied to a ticket?

Only one SLA policy can be applied to a ticket at a time in Zendesk Support. This limitation ensures that the ticket is governed by a single set of response and resolution times, simplifying the management and tracking of service level agreements. If multiple policies were applied simultaneously, it could lead to confusion regarding which SLA rules take precedence, complicating the enforcement of service levels.

In practice, when creating an SLA policy, administrators will consider the best fit for the ticket based on various criteria such as business hours, ticket type, customer status, or other attributes. This selective application minimizes potential conflicts and maintains clarity in service commitments.