Configure SLA policies

SLA policies set first-response and resolution targets for customer conversations. You can apply a policy across the workspace or scope it to a team.

Create a policy

1. Open Settings → SLA Policies.
2. Select New policy.
3. Enter a name and optional description.
4. Set the first-response target in minutes.
5. Set the resolution target in minutes.
6. Optionally select a team.
7. Choose whether only business hours count.
8. Choose whether the policy is the default for new conversations.
9. Select Create policy.

SLA management may depend on your workspace plan. Protodesk shows the applicable access state in Settings.

Configure escalation

You can add an escalation delay after a resolution breach and choose teammates to notify. Keep the notification list small and assign people who can act on the escalation.

Maintain policies

• Use clear names that describe the service level or audience.
• Keep one reliable default policy for conversations without a team-specific policy.
• Confirm team scope after reorganizing teams.
• Review targets when staffing hours or support commitments change.
• Search the policy list before creating a similar policy.

Business-hours mode controls whether time outside your configured working schedule counts toward the target. Verify the workspace schedule before relying on it for contractual reporting.