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) |
| Get emailed when a ticket is about to breach | 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 set targets, operating hours, pause rules, policies, and alerts in Settings → Tickets → SLAs (and SLA Policies). Agents just see the results — the progress bar on the queue and any alerts — and don't need to configure anything.
Availability
SLA management is a Pro feature. Free organizations see the SLA settings area locked with an upgrade prompt. Pro unlocks targets by priority, response/assignment/resolution clocks, business hours, pausing, breach notifications, multiple policies, and compliance reporting. Every new organization gets a 30-day Pro trial with everything unlocked.
Frequently asked questions
Did my SLAs change with the recent update?
No. Business hours, pausing, and multiple policies are all opt-in and default to the original behaviour. Nothing changes until an admin turns it on.
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.