Ok, so this is similar to my previous request which I should have included this on: https://support.freshdesk.com/categories/2/forums/6/topics/7952
Right now SLA's are assigned at the company level. This is way to broad. We use the helpdesk for our internal business systems so all our customers are in the same company. We need to be able to specify a specific SLA on each ticket. As an example, a hardware issue for a non-critical device should have a different SLA than a bug in some software.
People, these features are implemented based on user votes. Surely I can't be the only one who needs this feature. If you like it, please vote on it!