What is an SLA and how do I create a new SLA policy?
Modified on: Tue, 24 Apr, 2018 at 12:54 PM
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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.
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 > SLA policies > New SLA 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).
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