Today, SLA Policies in Freshservice are configured based on conditional triggers such as Subject, Service Item, Agent Group, and custom fields.
However, there is no direct relationship between a Service Catalog Item and a specific SLA Policy unless a condition is explicitly created for that item (for example, using the item name or a unique field).
In complex environments like ours, where we have multiple SLA Policies with different conditions, this creates an important challenge:
👉 A single catalog item can have tickets associated with different SLA Policies over time
👉 In practice, most tickets follow one main SLA Policy, but exceptions exist
👉 This leads to inconsistent and imprecise reporting
Main Limitation
Freshservice does not provide a native field that indicates which SLA Policy was applied to a ticket.
Even with the large number of available reporting fields, this information is not exposed — making it difficult to:
- Accurately track SLA performance per service
- Analyze compliance based on actual applied SLA
- Understand how much of the SLA time was consumed at resolution
- Identify deviations and improvement opportunities
Our Workaround
To address this limitation, we implemented the following solution:
✅ Created a custom field: “SLA Policy Name”
✅ Built an automation workflow that captures the SLA Policy applied to the ticket and populates this field
This allows us to:
- Extract tickets by SLA Policy in reports
- Perform analysis combining Service Item + SLA Policy
Issues with the Workaround
While helpful, this approach has important limitations:
⚠️ The automation is not 100% reliable — in some cases, the field remains empty
⚠️ Historical data is not populated (only works for tickets created after implementation)
⚠️ Any failure in the workflow leads to data inconsistency
⚠️ It introduces additional maintenance complexity
Business Impact
Without a reliable and native way to identify the SLA Policy applied to each ticket, it becomes difficult to perform key analyses, such as:
- Measuring how much SLA time is typically consumed before resolution
- Comparing expected vs. actual SLA performance
- Identifying services with misaligned SLA configurations
- Driving continuous service improvement initiatives
Feature Request
It would be extremely valuable if Freshservice provided:
✅ A native field indicating the SLA Policy applied to the ticket
✅ Visibility of SLA breakdown per priority (since time varies based on priority level)
✅ Availability of this information in Analytics / reporting layer
✅ Preferably with historical traceability (even if SLA changes during ticket lifecycle)
Final Thoughts
This capability is essential for organizations that rely on SLA metrics to drive governance, service quality improvements, and compliance.
Today, we are able to partially solve it with custom fields and workflows — but a native solution would significantly improve data reliability and analytical capabilities.
