How quickly a client receives an answer to their question is a key indicator of client service performance. Each company can set its own desired SLA for fulfilling requests in the helpdesk system, depending on the peculiarities of its activity.

By default, there is a 10 minutes SLA for requests coming to EddyDesk from connected messengers, social networks and chats. So, for example, for email requests or sent through a feedback form, the SLA can be measured in hours.

Not all companies provide support to their users 24 hours a day, and the shifts of contact center operators are individual, including sick days, weekends and holidays. To calculate SLA, EddyDesk allows you to enter all the conditions and work schedules into the settings. When the SLA breaches, you can set it to send an automatic notification with a change in priority and other fields in the request.