Service level agreements (SLAs)
Keep every customer promise
Define and enforce service commitments with precision. SparrowDesk’s SLA engine helps you track, escalate, and resolve tickets within promised timelines.
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Tailored SLA rules
Create custom SLAs by priority, channel, or customer type. Control every expectation with rules that reflect your unique workflows.
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Real-time breach alerts
Get automatic alerts when SLAs are about to breach. Keep agents proactive and avoid escalations before they happen.
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SLA pause & resume
Pause SLA timers automatically when tickets move to Pending or other custom statuses. Track performance fairly without penalizing agents while waiting on customers.
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Performance reporting
Track SLA compliance across agents, teams, and customer segments. Spot trends and fix bottlenecks with detailed analytics.
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Meet every SLA. Keep customers happy with SparrowDesk.
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