Freshdesk lets you set SLA targets for every response. This way, you can ensure that your team responds quickly every single time. 

How to set it up

  • Go to Admin > Workflows > SLA Policies
  • Because how fast you're required to respond to tickets depends on its priority, you can set-up a different SLA target for the different ticket priorities- urgent, high, medium and low
  • 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 option is toggled on
  • Click Save to finish setting up your SLA Policy

How to enable reminders and escalations

For a step-by-step guide on how to set-up reminders and escalations, head to this article. 

  • To enable notifications via email for response SLA violation, go to Admin > Workflows > Email Notifications and toggle on the Next response SLA reminder and violation.

  • To enable desktop notifications, click on the bell icon on the top right of your screen then click on settings to have them enabled

Response SLA in ticket views

You can filter your ticket view based on the next response due time. Against every ticket, you'll find details on the next response due time. 

Here's how it looks in the card view

Here's how it looks in the table view

Response SLA in Dashboards and reports

You can create widgets in a team dashboard and filter it based on the Response SLA. For details on how to create a dashboard, check the articles here.

Similarly, you can use the next response SLA metric while creating reports. For details on how to create a report, check the articles here.