I am confused between which model would be suitable for me.
What is “No of SLA’s” per department?
Thank you for your question. The term SLA refers to Service Level Agreement as it relates to Zoho Desk. According to Zoho Desk, you can follow two models of service level agreements: 1) You can create SLAs for individual accounts or 2) You can create several SLAs and share them across several accounts.
To help you decide which model would be suitable for your needs and to learn more about creating and using SLAs in Zoho Desk, please visit https://help.zoho.com/portal/kb/articles/creating-and-using-slas