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Question

Every response SLA

  • December 28, 2021
  • 2 replies
  • 92 views
yousry
Apprentice
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We’re using freshdesk as ticketing system within teams. Care function and supporting function. I’m looking to get an SLA of every response for my team (care function) and another SLA for every response for each supporting function.

    2 replies

    hemanth.ramya
    Community Manager
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    • hemanth.ramyaCommunity Manager
    • Community Manager
    • December 28, 2021

    Hello @yousry,

     

    For your business requirements, you can set up multiple SLA policies within Freshdesk so that you can calculate SLA metrics individually for different teams configured in your helpdesk. Please check out this article to get detailed insights on the same.

     

    Cheers!

    Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
    yousry
    Apprentice
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    • yousry
    • Author
    • Apprentice
    • December 28, 2021

    Thanks @hemanth.ramya 

     

    As I mentioned, we’re using freshdesk as an internal ticketing tool. Which means the creator of the ticket is also a function within a team. The SLA I’m requiring is the every response from the ticket creator as well.

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