We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible. To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
If you signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
An SLA (Service Level Agreement) is an agreed-upon time period within which a response and/or resolution should be provided for a ticket.
Within Freshdesk, you can create an SLA policy under Admin > Workflows > SLA policies > Add Policy. You can set the SLA Targets and set rules for which this SLA will have to apply.
You also have the option to associate specific Business Hours with the SLA so that the SLA applies only for that business hour (time period).
