Customers want to know when they can expect a response and resolution from you when they raise a ticket. A Service Level Agreement (SLA) policy lets you set standards of performance for your support team. You set SLA policies for the time within which the agents should respond to, resolve tickets based on ticket priorities and also set up automatic escalation rules to notify specific agents about SLA violations.

Click here to understand how to configure SLAs. 

  1. Workspace admins can create SLA policies at a workspace level. 

  2. Global SLA policies apply to tickets across all workspaces 

  3. Default SLA policy is created and enabled by default at the global level. 

Order of execution: The SLA policy for the ticket is determined by the local SLA policies created for a specific workspace. If the specified conditions in the local SLA policies do not match, then it follows the global policy.  If both do not apply, then the default SLA policy becomes applicable to the ticket. 

Due by time

Your SLA Policies will be used in Freshservice to determine the “First response due” and "Resolution due" date and time for each and every incoming ticket. You can have a default SLA policy for all customers, or have multiple SLA policies for different customer tiers, like those who have subscribed to your Premium Support package. You can find the Due by time for every ticket to the right of the ticket.



,Help desk best practices suggest that SLA policies be driven by ticket priorities. In Freshservice you can define your service levels for Urgent, High, Moderate and Low priority tickets. You can then use various automations in Freshservice or manually dictate which ticket constitutes an Urgent Priority issue and which is Low Priority.

How to view which SLA has run in the ticket?

By navigating to the respective ticket you will be able to view the SLA which has been executed in the ticket.

Note: Admins can now define internal Operational Level Agreements (OLA) on tickets/problems/changes and release (TPCR) tasks. This will dictate the time within which Agents should complete Tasks inside the TPCR, ensuring continuous service delivery and compliance. More details here.