SLA settings

SLA (Service Level Agreement) is one of the most important criteria for evaluating the quality of a service organization.


EddyDesk allows you to set SLA automatically and manually. The timeframe depends on the status of the request. For example, if the request was not closed within the set timeframe (its status has not been changed to "Closed"), then its SLA has expired. Such requests are marked red in the list.


When working within request, user can set the SLA manually and change it if necessary. All changes of the field are displayed in the Audit.

You can also see how much time is left till the SLA breach in the request list itself by adding the SLA column in the Request list settings


Please note that the Omnichannel module has the default SLA time of 10 minutes

You can also set the request SLA using the system settings and the Dispatcher module:

  • SLA for the Department.
  • "SLA Settings" menu.
  • Dispatcher rules:
    • Changing SLA for a request from a particular customer;
    • Changing SLA for a request when the priority is changed to "Urgent".


SLA for the Department


You can set a different SLA for each department. To do this, open the "Departments" section, choose the necessary Department for editing and in the "Basic" tab set SLA in days, hours and minutes.


Thus, the request which comes to the selected Department will have that SLA. 


"SLA settings" menu.


To work with the section you need to have an access, this can be done in the "Group access rights" menu. Open "SLA settings" menu to proceed.



The section contains three tabs: Actions, Work Week and Weekends.

In the first one you may choose what to do when the request reaches the SLA:

  • Change the request fields: status, priority, type, Department and assignee.
  • Send notifications to the assignee, to all agents of the Department, to those who follows the request.


You can also enable following settings:

  • "Count SLA from request creation". Important setting if the system SLA set using the rules. Let's consider an example: you bind SLA setting to some user action (for example, changing the priority to "Urgent" sets the SLA for a request of 60 minutes). If the request is received in the system at 12:00, and the "Count SLA from request creation" setting is enabled, then an agent who viewed the request at 12:30 and changed the priority to "Urgent" will set the deadline at 13:00. Since the time from the rule will be added from the time the request was created, i.e. 12:00 + 60 minutes. If this setting is disabled, then when the agent changes the status to "Urgent" at 12:30, 60 minutes will be added to SLA , so it will be expired at 1:30 in this case. You may find an example of the rule below.
  •  "Pause the SLA when request is frozen" - if the request is frozen the SLA is reset to zero. You can trace the changes in the Audit.


If the SLA period was long, it is saved until it expires and is displayed with a caption in place of the field. If the unfreeze is done before it expires, it is displayed with the elapsed time.


The schedule you set in the Work Week and Weekends tabs sets the total SLA for the system. The system reports always show the time values with and without the settings you set.




Dispatcher rules

The Dispatcher module, as well as all the terms and rules, can be found in the articles:

  • Dispatcher - basic concepts;
  • Conditions;
  • Actions;

Let's consider the examples of rules with the change of SLA.


Changing SLA when a request comes from a particular client


There are situations when it's necessary to execute requests faster for a certain client or, on the contrary, requests from a certain e-mail addresses come into the system from partners and don't require fast execution.

We created a rule based on the first example.


Now the system will run the rule if the email address of the author of a new request is The rule will set the SLA for 90 minutes. Depending on the settings you set up weekdays and weekends.

For example, if the request is received not during working day, the deadline will be set from the beginning of next working day. If the next working day starts at 9:00, the rule will set the deadline for 10:30. 


Changing the SLA of a request when the priority is changed to "Urgent"



The system will trigger the rule as soon as the agent changes the priority to "Urgent". 

In the Required condition we set the reason or trigger for the rule: "Changes in the request", the change must be made manually.

In the Additional conditions we specify exactly what change and by whom it should be made, namely the change of priority by the user with the type of access "Agent" in the system. Thus, if the client from his Personal Cabinet changes the priority, the rule will not work.


This rule, as described above, applies not only to the work week settings, but also to the "Count SLA time from request creation" setting.