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SLA MANAGEMENT

Never miss a support SLA again

Define your response and resolution targets, and WA Desk tracks every ticket against them automatically, alerting you before a breach happens, not after.

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Rated 4.8 across our suite of business software
WA Desk SLA management with response-time targets, a live countdown timer and a breach alert

Find out about a breach before your customer does

Targets, timers and alerts that keep every ticket inside its promised window.

Without SLA management

  • No targets, “soon” means anything.
  • You learn about breaches from angry customers.
  • Urgent tickets get buried in the queue.
  • No proof of how often you actually hit targets.

With WA Desk SLA management

  • Clear response & resolution targets per priority.
  • Alerts fire before a breach, not after.
  • Queue sorts by SLA urgency automatically.
  • Compliance measured and reportable.
WHY IT WORKS

SLA compliance, made automatic

Custom SLA policies

Different targets by priority, channel or customer tier.

Live countdown timers

Every open ticket shows the time left, colour-coded.

Breach alerts & escalation

Get warned early and auto-escalate at-risk tickets.

Compliance reports

Track adherence and drill down to fix bottlenecks.

POLICY CONFIG

Flexible SLA policies, your way

Set response and resolution targets by ticket priority, channel or customer tier, with separate first-response and resolution windows, in business hours or 24×7.

  • Priority-based tiers (High, Medium, Low)
  • Channel-specific response targets
  • Separate first-response and resolution targets
  • Business-hours and 24×7 SLA modes
SLA policy
PriorityFirst replyResolve
High15m1h
Medium1h4h
Low4h24h
LIVE COUNTDOWN

A live timer on every open ticket

Agents always know how much time is left. Colour-coded urgency and SLA-sorted queues mean the most at-risk tickets rise to the top automatically.

  • Visible countdown on every open ticket
  • Colour-coded urgency (green, amber, red)
  • Sort the queue by SLA urgency
  • Timer pauses while awaiting the customer
#4821 路 Product question 21:40
#4822 路 Refund request 04:12
#4823 路 Delivery delay 00:48 路 at risk
ESCALATION

Auto-escalate before it’s too late

Set escalation to trigger at any threshold, say 80% of the SLA window, and WA Desk reassigns to a senior agent or notifies a supervisor, automatically.

  • Rule-based escalation at any SLA threshold
  • Auto-reassign to seniors or supervisors
  • Notifications via email and WhatsApp
  • Multi-level escalation chains
#4823 路 Delivery delay80% used
Escalated Reassigned to Meera 路 supervisor notified
SEE IT IN ACTION

Every SLA, in one view

Targets, live countdowns, breach alerts and compliance, so nothing slips past its deadline.

WA Desk SLA dashboard with policy targets, colour-coded countdown timers and a compliance chart
See it live in a demo
HOW IT WORKS

Three steps to SLAs you actually hit

1. Set your targets

Define response and resolution windows by priority and channel.

2. WA Desk tracks every ticket

Live timers run automatically and warn you before a breach.

3. Measure & improve

Review compliance reports and fix the patterns behind breaches.

WHO IT'S FOR

SLAs that fit how you support

Wherever response times are a promise, SLA tracking keeps it.

BPOs & Agencies

Hit and prove client SLAs across every account.

E-Commerce & D2C

Keep response promises through peak-sale spikes.

SaaS & Tech

Honour tiered support SLAs for every plan.

Finance & NBFC

Meet regulated response windows, with an audit trail.

Telecom

Prioritize outages and meet escalation timelines.

Logistics & Delivery

Respond to delivery issues inside promised windows.
500+
Businesses
50,000+
Tickets resolved
98%
WhatsApp open rate
4.8
Across our suite
FAQ

SLA questions

What teams ask before putting SLAs on their WhatsApp support.

Ask us in a demo

An SLA (service-level agreement) is a target for how quickly you respond to and resolve customer requests, for example, “first reply within 15 minutes for high-priority tickets.” WA Desk tracks every ticket against the targets you set.

Yes. Define separate response and resolution targets by ticket priority, channel or customer tier, in business hours or 24×7.

Yes. Alerts fire as a ticket approaches its SLA window, and escalation rules can reassign it or notify a supervisor before the deadline passes.

Yes. The SLA countdown can pause automatically while a ticket is awaiting the customer’s reply, so your team is only measured on time that’s in their control.

Yes. Set escalation to trigger at any threshold, such as 80% of the SLA window, to auto-reassign to a senior agent or notify a supervisor, with multi-level chains supported.

Yes. See your overall compliance rate, drill down by agent, team or channel, analyze breach reasons, and export reports for leadership reviews.

Explore more: Smart ticketing · Analytics · Pricing

Stop reacting to breaches. Start preventing them.

See WA Desk SLA management live, and we’ll help you set up your first policy.

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