Freshservice Setup - Defining SLA Policies

SLA policies in Freshservice will be applicable to all tickets coming into your helpdesk. They will define the First Response and Resolution due by times of your tickets based on the priority. Once you have configured it in your system, it will allow your agents to sort and filter tickets based on the due by times in order to address the issues which need their immediate attention.

A quick guide to creating a Default SLA policy:

Click on Admin > General Settings > SLA Policies.

Under the Default SLA Policy, click on the Edit button.

Optionally, rename the Default Policy and provide a brief description.

Complete the time-priority matrix.

SLA Policies are determined by the ticket priority. You can define what constitutes a high, or low priority ticket manually, or automate it using the Workflow Automator.

Remember to choose whether the SLA times must be calculated based on Business or Calendar hours.

If you would like to enable escalations when service levels are violated, toggle the Escalation Email button to On.

Next, set up your escalation hierarchy by defining when a ticket must be escalated, and to whom. You can set up to four levels of Escalations for ticket resolution, and one level for ticket first response.

Click on the Save button to finish setting up your SLA Policy.

Creating multiple SLA policies for specific departments and groups:
You can also create multiple SLA policies in Freshservice for different customer tiers, products, agent groups, etc. For example, you could have an "Express Support" SLA policy for high-value clients.

Remember to reorder your policies with the most restrictive rules coming first.

Defining Trigger Conditions
You will need to define at least one trigger condition for each SLA policy. Remember - the order of your SLA policies is important. If you have multiple SLA policies, the first one with matching conditions will be applied to a ticket.