Service Level Agreements (SLAs) define the response and resolution time targets your team commits to for each portal. AgentDesk tracks these targets automatically and alerts your team when deadlines are approaching or have been missed.
How SLAs work in AgentDesk
Each portal can have one SLA policy. The policy defines:
- Business hours -- When your team is available to respond
- Targets by priority -- How quickly tickets at each priority level should be responded to and resolved
When a ticket is created, AgentDesk calculates the response and resolution deadlines based on the policy's business hours and the ticket's priority. The SLA clock only runs during business hours.
Creating an SLA policy
- Go to Admin > Portals and open the portal you want to configure.
- Navigate to the SLA settings.
- Configure the policy:
| Setting | Description |
|---|---|
| Name | A label for the policy (for example, "Standard SLA" or "Premium Support") |
| Timezone | The timezone used to calculate business hours |
| Business hours start | When your working day begins (for example, 09:00) |
| Business hours end | When your working day ends (for example, 17:00) |
| Business days | Which days of the week are working days (for example, Monday to Friday) |
| Holidays | Specific dates when the SLA clock should be paused |
Setting targets by priority
For each priority level, configure the following targets:
| Target | Description |
|---|---|
| Response time (minutes) | Maximum time allowed for the first operator response |
| Resolution time (minutes) | Maximum time allowed to resolve the ticket |
| Response warning percentage | When to trigger a warning as the response deadline approaches (for example, 80% means warn when 80% of the time has elapsed) |
| Resolution warning percentage | When to trigger a warning as the resolution deadline approaches |
For example, a "High" priority ticket might have a 30-minute response target and a 4-hour resolution target, with warnings at 75% of each.
Per-ticket SLA tracking
Once a policy is in place, every new ticket in the portal gets its own SLA tracking record with the following fields:
| Field | Description |
|---|---|
| Response status | Whether the response target has been met, is in warning, or has been breached |
| Resolution status | Whether the resolution target has been met, is in warning, or has been breached |
| Response due at | The calculated deadline for the first response |
| Resolution due at | The calculated deadline for resolution |
| Is paused | Whether the SLA clock is currently paused |
| Total paused minutes | How long the SLA clock has been paused in total |
SLA statuses
| Status | Meaning |
|---|---|
| Met | The target was achieved within the allowed time |
| Warning | The warning threshold has been reached -- the deadline is approaching |
| Breached | The target was not met within the allowed time |
Pausing the SLA clock
The SLA clock can be paused when the ball is in the customer's court -- for example, when a ticket moves to a "Waiting for Customer" status. This prevents time spent waiting for the customer from counting against your team's targets.
When the ticket moves back to an active status, the clock resumes. The total paused time is tracked so you have a clear picture of actual working time versus waiting time.
Monitoring SLA compliance
Operators see SLA indicators on individual tickets (see the Ticket Management page for details on the SLA Card, Countdown, and Status Badge components).
Administrators can track SLA compliance across the portal from the Analytics dashboard, which includes metrics on response and resolution times.
API reference
| Method | Endpoint | Description |
|---|---|---|
| GET | /portals/:portalId/sla/policy | Retrieve the current SLA policy |
| PUT | /portals/:portalId/sla/policy | Create or update the SLA policy |
| DELETE | /portals/:portalId/sla/policy | Remove the SLA policy |