Will the same SLA work across all Departments?

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  Yes, you can search across departments using global search on the right hand pane of the home page. You can perform a cross department search by selecting "All Department".  For more understanding, refer the image below.

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  Service Level Agreements (SLAs) are the means for tracking and managing response and resolution times in support tickets. For instance, your business may guarantee a 3-hour resolution to a downtime report, but as many as 3 days to resolve a low ...

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  Work mode in Zoho Desk is where you answer your support tickets through a series of columns. Each column contains tickets that are ordered either by their due date, customer type, or status. Tickets in Work Modes will automatically move to their ...

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  To create SLA & setup Escalation to supervisors, Goto Setup > SLA Settings > Service Level Agreement and follow the steps. For more, refer SLA and Escalations.

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  Departments are the various business divisions within your organization. They can be categorized based on your products, geographical locations or teams. Zoho Desk enables you to create departments and manage customer support individually for each of ...