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SLA Policy Settings In EasyDesk

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Ava Adaline

22 February, 2026

This guide explains how to configure SLA Policy Settings in EasyDesk to define clear response and resolution targets for customer conversations based on ticket priority.  

What Is an SLA Policy  

An SLA (Service Level Agreement) policy defines the maximum time your support team commits to responding to and resolve tickets. SLA policies help teams meet customer expectations, improve accountability, and maintain consistent service quality across priorities.  

How To Access SLA Policy Settings  

  • Open EasyDesk Dashboard  

  • Go to Settings  

  • Select SLA Policy  

The SLA Policy page displays predefined priorities with response and resolution targets.  

SLA Policy Overview  

Each SLA policy row includes:  

  • Priority – Urgent, High, Medium, or Low  

  • First Response Time – Time limit for the first agent reply  

  • Resolution Time – Time limit to fully resolve the ticket  

  • Reminder – Toggle to send SLA breach reminders  

  • Actions – Edit SLA values for each priority  

These policies apply automatically based on the ticket priority.  

SLA Priorities Explained  

Urgent Priority  

Used for critical issues requiring immediate attention. Typically assigned the shortest response and resolution time.  

High Priority  

For important issues that impact users but do not block operations completely.  

Medium Priority  

Standard support requests with balanced response expectations.  

Low Priority  

Non-critical issues such as general inquiries or minor requests.  

Edit An SLA Policy  

  1. Click the Edit icon next to a priority 

  2. Update the following fields:  

  • First Response Time (number + time unit)  

  • Resolution Time (number + time unit)  

  1.  Enable or disable Reminder  

  2. Click Save  

Changes apply instantly to new and ongoing conversations under that priority.  

SLA Reminder Settings  

The Reminder toggle controls automated alerts when SLA targets approach or exceed limits.  

  • Enabled: Sends reminders to assigned agents or teams  

  • Disabled: No SLA breach notifications sent  

This feature helps prevent missed deadlines and escalations.  

SLA Best Practices  

  • Assign realistic response times based on team capacity  

  • Use shorter SLAs for high-impact priorities  

  • Enable reminders for Urgent and High priorities  

  • Review SLA performance regularly to adjust targets  

SLA Policy Settings in EasyDesk provide structured time-based commitments for customer support. Proper configuration ensures faster responses, predictable resolutions, and higher customer trust across all support channels. 

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