SLAs: response and resolution targets

You promise a four-hour first reply, or same-day resolution for your best customers. The trouble is that nothing in the inbox tells you which conversations are close to breaking that promise, until one of them writes back to ask where their answer is. A target you can’t see is a target you miss.

Service level agreements are now available in Herodesk.

A live clock on every conversation with a deadline

Every conversation that matches a policy shows a live countdown, right where you’re working: on-track, at-risk, breached or paused. You act before a deadline slips instead of finding out after. A policy can set three separate targets: first reply, next reply and resolution, and you stack policies with match conditions on inbox, channel, tag or company, where the first match wins.

Counted in the hours you actually work

A target can count against calendar hours, or against a reusable business-hours schedule with holidays and a timezone, so a promise made on Friday afternoon doesn’t quietly breach over the weekend. Clocks pause while a conversation is snoozed, and re-anchor when the AI agent hands a conversation over to a human, so the countdown always reflects real, active time.

Breaches that escalate themselves

When a conversation breaches, Herodesk notifies the assignee, their team and any watchers automatically. No one has to be watching the clock. Approaching and breached states can be filtered in smart views and search, and can trigger rules, so the ones nearing a deadline surface on their own. Policies and schedules are manageable over the REST API and through the MCP server too.

Where to find it

Service level agreements are part of the Got Your Back release. An admin sets up policies and schedules in settings; the countdowns then appear on matching conversations for everyone.

SLAs are available on Herodesk Pro. Read more on the SLA feature page.