Business Hours & SLAs
An SLA (Service Level Agreement) is an agreed-upon time period within which a response and/or resolution should be provided for a ticket. Within Freshde...
Fri, 25 Jun, 2021 at 9:21 PM
Freshdesk has multiple SLA policies that could be set up to apply to four categories - Sources, Types, Groups, Companies, and Products. Kindly make sure ...
Tue, 18 Apr, 2023 at 10:39 AM
When a ticket is newly created on the portal, the default status of this ticket is "open." So this is when the SLA timer begins on the ticket and ...
Fri, 31 Mar, 2023 at 2:37 PM
Go to the Tickets tab -> click on a ticket, in the Ticket details page, you'll find the 'Edit' option right above the Subject of the ticket. ...
Fri, 25 Jun, 2021 at 9:23 PM
When a ticket is created in your portal, you could set a priority to the ticket according to the subject and level of urgency expressed by the customer. In ...
Fri, 25 Jun, 2021 at 9:24 PM
While configuring SLA, you would also have to option to set up escalation rules, which would send out notifications to the chosen agents, whenever the confi...
Fri, 25 Jun, 2021 at 9:24 PM
From an Agent's point of view, only a reply or a public note will be classified as a response. These are the ones that could be viewed on a ticket by ...
Thu, 21 Feb, 2019 at 11:10 PM
Escalations can crop up for many reasons, like miscommunication with agents, technical delays, missed SLAs, etc. It is essential to set up the right process...
Fri, 9 Jun, 2023 at 3:43 PM
The Tickets resolved metric will be attributed to the "Assigned agent of the ticket", irrespective of who the ticket is resolved or closed by....
Mon, 17 Jul, 2017 at 8:01 PM
You could configure Business Hours on your account, based on your active time period for each day of the week. This could be done from under Admin > Serv...
Tue, 19 Sep, 2023 at 3:15 PM