SLA management
Decide how fast each kind of request deserves an answer, and let Luradesk calculate and track the deadline for every ticket.
What an SLA policy is in Luradesk
A service level agreement (SLA) policy defines two targets for each priority:
- First response target: the time until the first public reply from your team.
- Resolution target: the time until the ticket is marked as resolved.
Example policy:
| Priority | First response | Resolution |
|---|---|---|
| Urgent | 1 business hour | 8 business hours |
| High | 4 business hours | 2 business days |
| Normal | 8 business hours | 5 business days |
| Low | 2 business days | 10 business days |
These numbers are only an example. The right targets depend on your customers, your contracts and the size of your team.
Business hours
Targets can count business hours only or calendar time. Business hours are configured for each weekday with an opening and closing time in your company's time zone. A ticket opened on Friday evening with a 4-business-hour target is due on Monday morning, not on Saturday.
Deadlines on every ticket
When a ticket is opened, Luradesk calculates its first response due and resolution due timestamps from the active policy for its priority. Agents see the deadlines on the ticket, and the dashboard shows how many tickets are overdue.
Measuring compliance
Reports show the share of tickets whose first response and resolution happened within the target in a period. These numbers help you decide whether targets are realistic and where the team needs support.
Practical advice
- Start with targets you can meet today, then tighten them.
- Use priority honestly: if everything is urgent, nothing is.
- Use Pending customer when you are waiting for the requester, and review those tickets regularly.
Plans
SLA policies are included in the Professional and Business plans. See pricing.
Planned
Automatic escalation rules and e-mail alerts before a deadline expires are planned and not available yet. Today, overdue tickets are highlighted on the dashboard and in the ticket list.
Put every support request in one place
Create your help desk on the Free plan, invite your team and open the first ticket in a few minutes.