An SLA policy (service level agreement) lets you set standards of performance for your support team. They're like a target, or a deadline, within which...

Note: We're rolling out the revamped SLAs in batches to all Freshdesk accounts In Freshdesk, you can create different SLA targets for tickets that ...

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 G...

SLA reminders notify the right people when a ticket approaches its SLA deadline. This way, you can be certain that all your customers get responses quickly ...

Freshdesk offers two different ways in which you can calculate your SLAs - Calendar hours- which includes your non-working hours as well as holidays, and B...

When you have parts of your support team working across different regions, times or time zones, managing the working hours of each group becomes a hassle. ...