SLA policies and response targets

Service Level Agreements (SLAs) define response and resolution time targets for your team. Deskwoot tracks compliance and alerts you before breaches occur.

Creating an SLA policy

Go to Settings > SLA Policies and click 'Add Policy'. Set thresholds for first response time, next response time, and resolution time. Each threshold is configured in minutes or hours. Enable 'Only during business hours' to pause SLA timers outside your working hours.

SLA tracking

When a conversation has an SLA policy assigned, Deskwoot tracks time against each threshold. If a threshold is about to be breached, the system generates a notification so your team can take action before it is too late.