How can tickets be created?
A ticket can be created via the app, integration, or request to the support team via email.
Can automatic ticket responses be configured?
Yes, via the notification settings.
How are after-hours escalations handled?
Email notifications can be configured.
How many work queues does Zest include?
Zest includes 12 preconfigured work queues.
Can queues be customized?
Yes. Queues can be renamed, disabled, and configured with custom SLA targets.
Can tickets be routed into specific queues?
Yes. Queues can have dedicated email addresses, and integrations can route tickets automatically.
How are SLAs tracked?
SLA metrics are displayed on the dashboard and in reports.
Can I pause SLA timers?
No. Zest does not allow SLA timers to be paused.
Why can't SLAs be paused?
Because customer expectations do not pause. Zest enforces accountability while still allowing long-resolution SLAs through appropriate queue configuration.