Help Desk Service Level Agreement (SLA) – Set SLA Goals and Objectives

Last Updated: April 6, 2021

What is an SLA?

A Service Level Agreement (SLA) is a contract between a service provider and the end-user that holds businesses accountable for providing a high level of service to its customers. SLAs are often used in customer service to ensure timely support to customers by setting deadlines across different types of inquiries, ticket statuses, and priority levels.

How to set up an SLA in HappyFox Help Desk?

HappyFox Help Desk comes with a feature to set SLA conditions and also look into SLA reports suiting your team’s unique workflows and business processes.

An SLA in HappyFox Help Desk consists of the following components:

  • An objective – What to do
  • A set of conditions – How to do them
  • A goal percentage – How to measure them
  • Work schedule – When to measure them

Why are SLAs critical?

Let’s take an example here: 

John raises a ticket in an IT help desk for repairing his printer. He expects the response time and the resolution time to be minimal. But unfortunately, his ticket gets lost among the less time-sensitive tickets that came in before. By the time the help desk staff attends to the ticket, John reaches out to another vendor for support. 

You can stop something like this from happening by setting up a help desk SLA as simple as setting the First Response Time (FRT) to be less than one hour for a high priority customer.

One of the crucial facets of excellent customer support is providing faster response time and resolution time. Service Level Agreements can help achieve this and boost customer satisfaction (CSAT) score.

How does HappyFox Help Desk Manage SLAs?

Once you have decided your SLAs, your support team must manage their time and track them correctly to meet their deadlines. HappyFox Help Desk is equipped to track, automate and report on SLAs. Here’s how HappyFox Help Desk helps you keep up with your SLA obligations for better customer experience :

HappyFox Help Desk assigns an SLA to the customer tickets based on the criteria satisfied by the ticket. It also automatically keeps track of the time elapsed by considering business hours.

Setting up notifications upon SLA breach is super easy in HappyFox Help Desk. You can notify the owner of the ticket as well as escalate the ticket by marking the manager or supervisor on the notification email.

HappyFox Help Desk has a provision to create queues for tickets that breached SLA. Queues make it simple to see all tickets that have breached SLA and apply filters like sort tickets from oldest to newest or vice-versa.

SLA Management does not end with just creating SLAs. Continuous improvement is necessary, and this requires monitoring.HappyFox provides SLA reports which provide information on the following:

  • Tickets about to breach SLA Report: This report as the name suggests, shows a list of tickets that are nearing SLA breach. There is a link to the ticket and also a live timer that shows the time left for the ticket to breach (in minutes).
  • SLA Target Report: This report lets you monitor your goals on meeting SLAs. For example: If the SLA goal is 95%, then 95 out of every 100 tickets should be responded before the SLA is breached. SLA target reports give us an estimate of where we stand.


With SLA Management in HappyFox Help Desk, you can start setting goals and delivering exceptional customer support.

Get a one on one demo to know more about HappyFox Help Desk software.