When are SLAs typically used in Zendesk?

SLAs, or Service Level Agreements, are primarily used in Zendesk to define and enforce the expectations between a service provider and their customers regarding response and resolution times. They establish specific timeframes within which a support team is expected to interact with and resolve customer tickets. This is especially important when there is a contractual agreement that outlines these response times. Businesses often rely on SLAs to ensure they meet customer expectations, maintain compliance with contracts, and improve overall service delivery.

In contrast, the other options do not align with the primary purpose of SLAs. Training new employees typically involves onboarding processes and procedural education rather than formal agreements on service timelines. System maintenance refers to updates or repairs made to the Zendesk platform, which does not relate to the enforcement of service commitments. Generating customer feedback focuses on gathering insights from customers about their experiences rather than establishing specific response times for support queries.