A helpdesk with SLA tracking is what turns "we will get to it" into a response time you can measure. Service Level Agreements define the standard of service between a support team and its customers. Regularly reviewing and updating SLAs ensures they remain aligned with evolving business needs and changing customer expectations. Here’s :
An SLA is more than just a timer–it’s a promise of performance between your support team and your customers.
In Raiseaticket, you can build custom SLAs per team, category, or priority level ensuring the right response at the right speed.
It defines how fast you respond, how long resolution takes, and what happens if you miss the mark.
Customers know what to expect.
Agents know their targets.
Timely responses = happy users.
Track, analyze, and improve over time.
Empower businesses to deliver outstanding service every step of the way.
Here's how they enhance your helpdesk:
Vital for staying on top of potential breaches.
Customer needs and business priorities are constantly evolving, making periodic SLA reviews essential.
By implementing and managing SLAs effectively, your helpdesk can:
Monitor performance with built-in tools and metrics. Looking for advanced features? Native Microsoft 365 mailbox integration is a Premium add-on - contact us for setup assistance.
Service-consumer governance poses a major hurdle in the service industry due to the lack of visibility into which consumers use specific services and the associated SLAs. Raiseaticket's multiple SLAs feature helps organizations effectively allocate SLAs to clients for optimized support service utilization.
SLA timeframes are guided by specific operational metrics that ensure transparency and efficiency.
The maximum time within which an agent must respond to a customer query.
The total time allowed to resolve an issue based on its priority or severity.
Metrics help categorize tickets as critical, high, medium, or low priority to allocate resources effectively.
SLAs align with your operational support hours to match customer expectations.
Five steps from a blank workspace to targets your team is actually measured against. Everything below is on the free plan.
Yes. When a ticket is waiting on the customer rather than on you, the clock can be paused so you are not penalised for someone else’s response time. This is the single most common reason SLA figures look unfairly bad. How to pause the timer.
Overdue means a target has passed on a ticket that is still open. A breach is the recorded fact that it happened. Overdue is the working view you act on today; breaches are what you report on afterwards. More detail.
Yes. Different departments, priorities and customers can each carry their own targets, matched by email address or domain, so an enterprise client and a free-tier user are not measured identically. Multiple SLAs.
If you attach operating hours to the policy, yes - both out-of-hours periods and holidays are excluded, so targets reflect when your team is actually working. Holidays and SLA.
Yes. Reminders can fire ahead of the deadline and escalate if it passes, which is the difference between preventing a breach and documenting one. Breach reminders.
Yes. SLA policies, operating hours, breach reminders and SLA reporting are all on the free plan, covering 5 agents and 500 tickets a month with no credit card. Most vendors reserve SLA management for a paid tier, so it is worth comparing directly. See pricing.