Service Level Agreements
Set, manage, and meet customer expectations by setting up service level agreements (SLAs) for support. With Freshdesk, you can define ticket priorities and requirements for resolution times so your agents know exactly which issues to address first and how quickly the customer expects a response. Every ticket in Freshdesk follows your SLA policy and the due by time is driven by their priority. And when a ticket becomes overdue, your helpdesk will make sure that the agent is notified of it.
You can also define your own business hours so that your customers know when to expect support, and your SLAs know when you’re off. So, no matter how crowded your support inbox is, critical customer requests wont get lost.