When customers submit a support request, they'd also like to know when they can expect a response (and a resolution) from you. A service level agreement (SLA) policy lets you set standards of performance for your support team. You can set SLA policies for the time within which agents should respond to and resolve tickets based on their priorities, and set up automatic escalation rules to notify specific agents about SLA violations.

You can use SLA policies in Freshdesk to determine the Due By time for each ticket. You can have a default SLA policy for all customers, or have multiple SLA policies for different customer tiers (such as those who have subscribed to your Premium Support package).

In Freshdesk, SLA policies are driven by ticket priorities - you can define your service levels for Urgent, High, Moderate and Low priority tickets. You can then use various automations to determine or manually dictate the priority levels of each ticket.

A quick guide to creating an SLA policy:

  • Login to your support portal.
  • Go to Admin > General Settings > SLA Policies.
  • Click on New SLA Policy.

  • Optionally, you can click on Edit next to the Default Policy and provide a brief description.

  • Complete the time-priority matrix
    • Define your various priority levels manually, or automate it using the Dispatch'r.
    • You must choose whether the SLA timer should be calculated based on Business or Calendar hours.

  • If you'd like to enable escalations when service levels are violated, make sure that the Escalation Email button is toggled on.
  • Click Save to finish setting up your SLA Policy.

Notes: From the Garden plan onwards, you can set reminders to notify agents before an SLA is violated and even escalate the ticket automatically when a violation does occur.
If you're on Estate or Forest, you can also create multiple SLA policies in Freshdesk for different customer tiers, products, agent groups, and so on. For example, you could have an 'Express Support' SLA policy for high-value clients.