Everything feels urgent
Without targets, agents answer whatever is newest or loudest, not what matters most.
Desk · SLA Management
SLA management with targets counted in your business hours.
SLA management in Flaxxa Desk means policies with first-response and resolution targets for each priority, counted in the business hours and holidays you set. Tickets carry a due time agents can sort by, and hourly automations can act on tickets that have waited too long.
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SLA policy
Standard support
Business hours
Mon–Fri · 09:00–18:00
Holidays excluded
PriorityFirst replyResolve
Urgent1h4h
High2h8h
Medium4h24h
Low8h72h
Sorted by due time
- #19211 · Invoice shows wrong planDue in 40m
- #19198 · Cannot reset passwordDue in 2h
- Priorities with their own targets
- 4
- Targets: first reply and resolution
- 2
- Left out of the clock
- Holidays
- Time-based automations
- Hourly
01 / 04
Why set response targets at all?
Promises nobody tracks
"We reply within a day" means little if nobody can see which tickets are close to missing it.
Calendar time misleads
A ticket that arrives on Friday evening isn't late on Monday morning if your team doesn't work weekends.
02 / 04
How do SLA policies work in Flaxxa Desk?
Set targets per priority
Create a policy with first-response and resolution targets for urgent, high, medium and low tickets.
Add business hours
Define the days and times your team works and the holidays to skip, so targets count working time only.
See the due time
Tickets carry a due time agents can sort and filter by, so the most pressing work comes first.
Act on waiting tickets
Build an hourly automation to escalate, raise the priority or reassign tickets that have waited too long.
03 / 04
What is in an SLA policy?
The pieces you set up, and what they drive.
Priority targets
First response and resolution, each set separately for four priorities.
Business-hours schedules
Working days and times per schedule, used to work out due times.
Holiday lists
Dates the clock skips, such as public holidays.
Due times on tickets
Shown on the ticket and usable in views and filters.
Hourly automations
Rules that check open tickets every hour and escalate, reprioritise, reassign or add a note.
Set policy by automation
An automation action can apply a specific SLA policy to a ticket.
SLA policy API
List and create policies with priority targets through the REST API.
Permissions
Only people with SLA permissions can change policies and business hours.
04 / 04
What changes with clear targets?
Order in the queue.
Work in the right order
Due times put urgent tickets ahead of easy ones.
Fair to your team
Business hours mean nobody is judged on nights and weekends they don't work.
Promises you can keep
Targets per priority turn "we'll be quick" into something specific.
Keep exploring
More Desk capabilities
Automations
Helpdesk automation: run rules when tickets are created, replied to, assigned or resolved, or every hour. Assign, tag, reply, escalate or call a webhook.
Departments + Routing
Route tickets into departments and teams, auto-assign round-robin or to the least-busy agent, and sort email with triage rules instead of by hand.
Ticket Management
A ticket management system with statuses, priorities, custom fields, shared views, notes, merge, bulk actions, time tracking and live collision detection.
FAQ
SLA Management: common questions
Setting response targets for tickets, usually a time to first reply and a time to resolve, and tracking each ticket against them. Targets normally depend on priority and run in business hours.
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