SLA time - ability to set up any time necessary

Hey Jen,

Thank you so much for your feedback. We have time limits in SLA because if there was no restriction in time, then sometimes the promised service to customers may not be delivered. I understand that sometimes you might want to respond to High Priority tickets in less than 10 minutes and I'm sure it would be helpful to others as well. As of now, its not in our roadmap. However, I will pass on your feedback to our Product Management team and keep you posted.

Gayathri

Wow, a year ago and it still is hardcoded, and still nothing less than 15 minutes.  I'd like to necro this post/feature request.  I think there are a lot of service desks out there who have a 10 minute response time, and this really, REALLY needs to be added. 

I haven't tested it yet, but my guess is that it will not get escalated exactly at 15 minutes either.  I'm sure the poll time is something like 5 minutes and this way the escalation can happen close to 5 minutes late - meaning almost 20 minutes could go by with no escalation.  To get any time we want, they would have to poll all open tickets every minute, increasing server load for this task 500%.  If it's done by setting an AT/cron type task for every ticket, then I really don't understand the hesitation/delay in not changing it to whatever time we want to type in.  

Either way, just add the feature/ability.  It's really restrictive the way it is and makes a lot of us keep looking for a better solution than FreshDesk.  It's bad enough we already have to pay for the Estate plan to be able to freely edit the look of our portal.