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Minimum SLA Needs to be much lower

Related products:Freshdesk
  • August 24, 2012
  • 8 replies
  • 21 views
R
Apprentice
We run a time sensitive organization and promise SLA responses of at least 10 minutes. This basically breaks using fresh desk since the min starts at 30 minutes.

8 replies

R
Community Debut
  • rakesh
  • Community Debut
  • October 13, 2012
I agree, instead of having this as a dropdown list with limited options, it's better to have a combo box for the same.
Also, we need to define SLAs much lesser that 30 minute. A fix for this would be really helpful.
C
Contributor
  • campbellwild
  • Contributor
  • January 11, 2013

Also the other way.  Max response time is 3 days.  We have a 5 day response time for Low priorities, so there needs to be more flexibility here.

J
Community Debut
  • jo
  • Community Debut
  • April 19, 2013

+1 - in many business scenarios 30 minutes is far, far too slow. Please can you make this much more flexible.

J
Contributor
  • justin.chalk
  • Contributor
  • September 11, 2013

We are assessing Freshdesk now and this is a requirement

J
Apprentice

Our company SLA times are different as well and start at 10 min. - Would be perfect if it was possible to set up any time with no set limits.

G
Community Debut

Hey guys,


Thank you so much for your feedback. It's a very valuable suggestion and I agree that priority for some customers/queries have to be really high. I will pass on your feedback to my Development team and keep you posted on any updates.


Gayathri

aravind.sundararajan
Skilled Expert
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Hello,


The SLA setup now supports a minimum time of 15 minutes and the maximum can even go upto a few months ;)


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
M
Skilled Expert
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  • mhall
  • Skilled Expert
  • December 20, 2017

Can it be lowered to 10 minutes?

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