How to allow agents to view company SLAs (w/o granting "play god w/super admin controls"

If you set the SLA policy for the company in the tool, then the “clock” on the top right will show the actual SLA in real time. 

What other information are you looking for beyond that?

​@McL you can make a custom field called SLA Details and then use an Automator to fill it in based on the company that is triggering the ticket (or whatever conditional). Then use custom rules to show the agent that field only. 

That would have been answer #2 😍

Roxwell - thanks, but I need to show the person the SLA details for a company to determine chargeable or not for something like weekend work. All the ticket shows is the SLA for that ticket (when it is due), not if the agent is obligated to work it on the weekend. We do have SLAs set for all our customers. 

ITMike - I’m looking into the automation option - I agree it will likely work, it is just a bit clunky as I’ll have to update each of 49 automation rules (we have it set to execute only the first rule that it matches) and essentially duplicate data.

Hoping FreshDesk changes this as it doesn’t make sense to require admin level controls to view SLAs (we cannot use this as it would allow every agent more authority than is safe for the business.  

Perfect

​@McL you can do a schedule Automator or multiple to run every two hours etc and let it update all of them based on whatever your conditional is instead of adding it to each Automator. Just depends on how fast you want that information available to the agent. 

​@McL  - We have a similar set up for an MSP client, where it shows the Service Tier etc. I’d be surprised if you needed 49 Rules individually. 

If I get chance today/tomorrow, I will set up a mini version in my instance on how we do it and make a video. 

Thanks both of you… 
ITMike - have you found a way for the automator to pull the SLA from a given customer record? I haven’t figured that out yet and that is what is stopping me from using it at all. I would need the information available upon create - and the hourly can take up to an hour so probably stuck updating all the rules - but willing to do that if I can use it. 
Roxwell - that would be great - we don’t use service tier - we only use SLA… May need to use service tier - is there a way to map from service tier to SLA (or vice-versa)?

When you say “SLA” - what information specifically are you looking to show in the ticekt and where do you think it’s currently stored?

Just so I can show you the way that makes sense for you.

Basically looking to show in the ticket the name of the SLA (which tells us what it entails). 
As an example - we have one agreement that allows for 7x24 support (called business critical SLA), and another that only allows for M-F 9x5 support (called Premier 9x5), there are others as well. So, in a ticket it could show the name (Premier 9x5) of the SLA. This would allow our agents to know if the customer was entitled to the support requested at the time requested and use that information to make the proper decision. 

I’m in the process of mapping the SLAs back to service tier. My concern is duplication of data that will now need to be kept in sync (unless there is a way to populate SLA from service tier or vice-versa. 

Solved it as follows (kludgy, but it seems to work). 

Created a custom field in the customer record (essentially replacing account tier) - called “Service Level”

Created segments using “Service Level” (of course had to populate this - we are on a live system, so no option to export import). 
Mapped the segments to the SLAs (previously mapping was based on customer name). 
The custom field is viewable by the agents - but still required too many clicks from the ticket, so we added a custom ticket field that gets populated with the “Service level” from the customer record. 

Requests for Freshdesk: 

• Allow Service tier to be used to define customer segments 
• or even better allow mapping of service tier to SLAs
• allow viewing of SLAs w/o requiring “god like” controls

Hi ​@McL,

There are certain areas where granular permissions may not currently allow for the specific visibility you are requesting without broader administrative privileges. This limitation stems from the system's scope for permissions.

Unfortunately, there isn't a built-in feature at the moment to provide view-only access to SLA details without including other admin-level functions.