SLAs in FyneDesk
On Pro, set time targets per ticket and track whether your team is meeting them — in real time on the ticket queue, on the KPIs dashboard, and in the SLA compliance report. This page is your map; use the tabs to jump straight to the thing you want to set up.
What you can track
FyneDesk Pro supports three independent SLA targets. Use one, two, or all three — each has its own on/off toggle:
- Resolution time — from ticket creation until it's resolved. The most common SLA metric and where most teams start.
- First-response time — how long until an agent sends the first reply.
- Assignment time — how long until someone is assigned to the ticket.
Each target is set per priority (Critical, High, Medium, Low), so a Critical ticket can have a 1-hour resolution target while a Low ticket gets 7 days. See Setting up targets.
Where SLAs show up
- The ticket queue — a colour-coded progress bar on each open ticket. See Reading SLA indicators.
- The KPIs dashboard — compliance percentages and average times as cards.
- The SLA compliance report — attainment over any date range, with a breached-ticket drill-down and CSV export. See Compliance report.
Find the right page
| If you want to… | Go to |
|---|---|
| Set how long each priority gets | Setting up targets |
| Stop the clock at night and on weekends | Business hours |
| Stop the clock while waiting on the customer | Pausing |
| Give VIPs or certain ticket types their own targets | Multiple policies (Pro) |
| See the current status of email breach alerts | Breach alerts |
| Understand the queue progress bar and dashboard cards | Reading indicators |
| See how often you hit your targets | Compliance report (Pro) |
Who configures SLAs
Admins configure targets, policies, pause rules, and notification settings in Admin Settings → Tickets → SLAs. Working hours, timezone, and holidays live under Admin Settings → Workforce Management. Agents can see SLA indicators without configuring the organization.
Availability
SLA configuration is a Pro feature. Free organizations see its settings locked with an upgrade prompt. Pro unlocks priority-based targets, response/assignment/resolution clocks, business-hours mode, pause rules, additional policies, and compliance reporting. The breach-email configuration panel is currently marked Coming soon in the app, including for paid organizations.
Frequently asked questions
Did my SLAs change with the recent update?
Business-hours mode, status-based pausing, and additional policies require an admin choice. Blocked-by pausing is the exception: it defaults on while SLA tracking is active, but can be disabled in Pause rules.
Can the SLA clock skip nights, weekends, and holidays?
Yes — switch to business-hours mode. See Business hours.
Can the clock pause while we're waiting on the customer?
Yes. Choose which statuses pause the clock. See Pausing.
Can different tickets have different targets?
Yes, on Pro. Build multiple SLA policies matched on priority, type, team, or tag. See Multiple policies.