SLA Policy Setup

Freshdesk uses priority and time driven SLAs that are easy to configure and saves you some serious violations. Promise and deliver on SLAs and make sure someone's always there to help that special customer out.

Understanding SLA Policies
An SLA policy (service level agreement) lets you set standards of performance for your support team. They're like a target, or a deadline, within which...
Thu, 13 Jul, 2023 at 6:33 PM
Configuring multiple SLA Policies
Note: We're rolling out the revamped SLAs in batches to all Freshdesk accounts In Freshdesk, you can create different SLA targets for tickets that ...
Thu, 13 Jul, 2023 at 6:33 PM
Setting SLA targets for every response
Freshdesk lets you set SLA targets for every response. This way, you can ensure that your team responds quickly every single time.  In this article, we t...
Thu, 13 Jul, 2023 at 6:33 PM
Setting up SLA reminders and escalations
SLA reminders notify the right people when a ticket approaches its SLA deadline. This way, you can be certain that all your customers get responses quickly...
Thu, 13 Jul, 2023 at 6:33 PM
What are business hours and calendar hours?
Freshdesk offers two different ways in which you can calculate your SLAs - Calendar hours- which includes your non-working hours as well as holidays, and B...
Thu, 13 Jul, 2023 at 6:33 PM
Configuring Multiple Business Hours in Freshdesk
When you have parts of your support team working across different regions, times or time zones, managing the working hours of each group becomes a hassle. ...
Thu, 13 Jul, 2023 at 6:33 PM