Depending upon the nature of your business and the type, number and geographical location of the customers to whom you are providing support, it is possible that there will be a need to assign a different SLA Plan and/or Region to the tickets submitted by each customer.
It is most often the case that each of your customers will be represented by an Organization in your Zendesk account and if so it is possible to assign one of your SLA Plans and one of your Regions to each Organization.
The SLA Plan and Region assignment will be inherited by each Zendesk user belonging to the Organization and any new users with an email address domain associated with the Organization.
Then when a user submits a ticket in your Zendesk the SLA Plan and Region will be inherited from the user and applied to the ticket.
An SLA Plan and Region can be assigned to each of your Organizations and applied to the customers tickets as follows:
Organization Fields are Generated for SLA Plans and Regions
When the CloudSET SLA Management configurations are saved a two organization fields (SLA3 Org SLA and SLA3 Org Region) are generated in the Zendesk account (3).
Select the Appropriate SLA Plan and Region for each Organization
Assign an SLA Plan and Region by selecting the appropriate option values from the SLA3 Org SLA and SLA3 Org Region fields (1) while focused on the Organization.
Tag Values are Implicitly Inherited by Organization Users
The corresponding tag values associated with the selected SLA3 Org SLA and SLA3 Org Region options are implicitly inherited by all Users belonging to the Organization, as can be seen when viewing the list of Users in your Zendesk account.
These tags aren't explicitly applied to the Users and so won't be visible when focused on a Users details.
This allows for the possibility that the SLA Plan or Region might be changed without the need to update all Users.
User Tags are Explicitly Inherited by Submitted Tickets
When a ticket is submitted by the user or created by an agent on behalf of the user the tags are inherited from and applied to the ticket (2) and (3).
These values are used to retrieve the specifications from your CloudSET SLA Management configurations for use when calculation the due date/time for each event (5).