Customers want to know when they can expect a response and resolution from you when they submit a support request. A service level agreement (SLA) policy lets you set standards of performance for your support team. You can set SLA policies for the time within which agents should respond to, and resolve tickets based on ticket priorities, and set up automatic escalation rules to notify specific agents about SLA violations.

Your SLA Policies will be used in Freshdesk to determine the Due By time for each ticket. You can have a default SLA policy for all customers, or have multiple SLA policies for different customer tiers, like those who have subscribed to your Premium Support package.

Help desk best practices suggest SLA policies to be driven by ticket priorities. In Freshdesk you can define your service levels for Urgent, High, Moderate and Low priority tickets. You can then use various automations in Freshdesk or manually dictate which ticket constitutes an Urgent Priority issue and which is Low Priority.

Quick guide to creating a SLA policy:

  • Login to your support portal.
  • Go to Admin > General Settings > SLA Policies
  • Under the Default SLA Policy, click on Edit.
  • You could also choose to rename the Default Policy and provide your own description for it.

  • Complete the time-priority matrix.
    • SLA Policies in Freshdesk are determined by the ticket's priority. You can define what constitutes a high, or low priority ticket manually, or automate it using the Dispatch'r.
    • You must choose whether the SLA times should be calculated based on Business or Calendar hours.
  • If you would like to enable escalations when service levels are violated, toggle the Escalation Email button to On.
    • Next, set up your escalation hierarchy by defining when a ticket must be escalated, and to whom. You can set up to three levels of escalations, both for ticket responses as well as resolution.
  • Click on the Save button to finish setting up your SLA Policy.