This article answers some common questions around managing tickets in Freshservice.


Q. Why are SLAs important?

A. Service Level Agreement is the agreed commitment between the customer and the service provider. They are important to set the expectations right with your customers (in this case requestors). For the requestor, SLA reduces the chance of disappointment since they have an estimate of the resolution time. For the agents working on the requests, SLA helps them stay on track and improve their resolution and response times.


Q. Which fields can SLAs be applied to?

A. You can choose when a particular SLA policy has to be enforced based on either group, department, source, type, or category of the ticket. 


Q. In which plan you can add multiple SLAs?

A. Multiple SLA policies can be added in Garden and Estate plans.


Q. Will the automation rules run based on business hours or calendar hours?

A. Automation rules run based on calendar hours. 



Q. Can you add an extra value for the Ticket Source field?

A. Adding an extra source value is not possible. Instead, you can add a custom field for source with the options that are applicable to you and hide the original source field.



Q. Will adding someone in the CC section make them a requester?

A. No, it doesn't. 



Q. If an agent has group access and he raises a ticket to another group, how will he view the ticket?

A. A requestor can always view the tickets he raised. So, the agent can view the ticket he raised to the other group but cannot see other tickets in that group.



Q. Where you will configure Escalation emails?

A. The escalation emails can be configured in the SLA policies.

  1. You can navigate to Admin> SLA Policies.
  2. You can either create a new SLA Policy or edit an existing one. You can add the escalation rule and hierarchy under ‘What happens when the due date approaches / this SLA is violated?’.
  3. Here you can mention the time of escalation (like if it has to be before or after the SLA violation) and to whom the escalation mail has to be sent. You can also add multiple levels of escalation in case the issue stays unresolved.