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Hi everyone

I’m looking to set up SLAs in Freshdesk for different ticket types and priorities. Can anyone walk me through the process, or share best practices for configuring SLAs based on customer support tiers?

Thanks!

Hi ​@EricWard 

Greetings From Freshworks Community

Under the Admin → Workflows → SLA we have the option to set the SLA policies for the tickets based on the following values like Group, Company, Product,Source,Type,Contact segment, Company segment mapped with different priorities.

Article for reference :- SLA Policies

Thanks :)

To set up SLAs in Freshdesk, first define your ticket priorities (e.g., Low, Medium, High, Urgent) and customer support tiers (e.g., Standard, Premium). Then, navigate to Admin > SLA Policies, and create rules based on priority and customer tier. Check out this Customize response and resolution times for each scenario. Consider offering faster response times for higher-tier customers to enhance service quality. 

Hi ​@EricWard 

Greetings From Freshworks Community

Under the Admin → Workflows → SLA we have the option to set the SLA policies for the tickets based on the following values like Group, Company, Product,Source,Type,Contact segment, Company segment mapped with different priorities.

Article for reference :- SLA Policies

Thanks :)

Thanks

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