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SLA target timeframe

Related products:Freshdesk
  • December 18, 2013
  • 2 replies
  • 20 views
T
Contributor

Hi


Why is the SLA target timeframes hardcoded in Freshdesk? 30 minutes, 1 hour, 2 hours, 4 hours and so on. What if our policy is 3 hours? We are forced to change our SLA targets to match one of the hardcoded timeframes Freshdesk have set.


This should be any number, from 1 to 999999999 minutes.


Also, "resolve within" should be optional. Currently we set all to "1 year".

screen_shot_2013-12-18_at_10.07.21_13546.png

2 replies

N
Community Debut
  • naszri80
  • Community Debut
  • March 9, 2016

I agree with Tor L. Is there any action on this?

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


The SLA configuration page now allows you to customise the respond within & resolve within timeframes with a custom value, the lowest being 15 minutes.


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.
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