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How Do I Set Up SLAs in Freshdesk for Different Ticket Types?

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Apprentice
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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!

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    3 replies

    madhusingh0906
    Community Manager
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    • madhusingh0906Community Manager
    • Community Manager
    • 49 replies
    • January 30, 2025

    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 :)

    Madhu, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
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    • E
      EricWard
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    Community Debut
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    • harry84349
    • Community Debut
    • 17 replies
    • January 30, 2025

    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. 

    E
    Apprentice
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    • EricWard
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    • Apprentice
    • 1 reply
    • February 2, 2025
    harry84349 wrote:

    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. 

    madhusingh0906 wrote:

    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

    Reply


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