In Freshdesk, you can create multiple SLA policies and enforce a different agreement for each ticket based on various conditions. For example, you might want a different SLA policy for certain customers, or for tickets related to specific products.


You will need to define at least one trigger condition for each SLA policy. Remember - the order of your SLA policies is important. If you have multiple SLA policies, the first one with matching conditions will be applied to a ticket. 

To enforce a new SLA policy, click on the New SLA Policy button on the SLA Policies Page. You will have to define SLA targets for each ticket priority, just like you did with the default policy.


Next, setup the condition(s) when you want this particular policy to trigger. Here are the various conditions you can use to trigger a specific SLA policy:

Company: You can choose to apply this SLA policy only for the companies you specify here. For example, you might want to trigger a particular SLA policy only for customers who have purchased your Priority Support Subscription.

Group: If you want this policy to apply only for specific Agent Groups you should mention that here. For example, you might want to define a different set of service levels for your finance group which has to process refunds. 

Product: If you are supporting multiple products or brands through a single Freshdesk account, you can define which product(s) this particular policy must be applied to.

Source: You might want to set a different service level target for tickets coming in through Twitter, as compared to those through email. 

Type: You can select the SLA to be enforced based on the type of problem that you are facing. Be it simple problems in billing or a show-stopping bug, you can decide which SLA policy is to be followed.


You will need to define at least one trigger condition for each SLA policy. Remember - the order of your SLA policies is important. If you have multiple SLA policies, the first one with matching conditions will be applied to a ticket. 

For example, consider you have a special SLA policy (SLA 1) for tickets from a specific Customer A, and you have another policy (SLA 2) for tickets assigned to Group X ordered with SLA 1 on top and SLA 2 second. A ticket from Customer A, assigned to Group X will match with the rules in SLA 1 (which is on top), and so SLA 1 will be applied. 

You can reorder your SLA rules, and organise them in such a way so the most restrictive (strict) rules are higher up in the order.

 

Quick guide to configuring multiple SLAs:

  • Go to Admin > SLA Policies.
  • Under General Settings, click on New SLA Policy.
  • Choose the SLA Targets for each ticket priority.
  • Select the trigger conditions (when must this rule be applied).
  • Enter up to 3 levels of escalation hierarchies.
  • Click on Save, to save the policy.