SLA management
A service level agreement across your Freshdesk sets performance thresholds that can be managed and optimized over time. With SLAs, set expectations for response time with customers and measure how well agents are able to meet time frames.
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Set up rules for when every ticket needs to be replied to and solved so agents are clear about deadlines
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Redistribute the workload or add more people to the team based on SLA compliance rates
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Set up automatic reminders for agents and escalations to managers whenever SLAs are not met
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