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.
Trusted by 1,000+ support teams.
Tailored SLA rules
Create custom SLAs by priority, channel, or customer type. Control every expectation with rules that reflect your unique workflows.
Real-time breach alerts
Get automatic alerts when SLAs are about to breach. Keep agents proactive and avoid escalations before they happen.
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.
Performance reporting
Track SLA compliance across agents, teams, and customer segments. Spot trends and fix bottlenecks with detailed analytics.
Deliver reliable support within promised timelines
Move beyond manual tracking
Ensure response and resolution timelines are met consistently, helping teams deliver on promised service levels without manual tracking.
Prevent escalations before they happen
Spot delays and act before tickets breach, reducing follow-ups and improving overall customer satisfaction.
Measure service reliability clearly
Track SLA performance across teams and customer segments to understand where commitments are being met and where they need attention.
With SparrowDesk, we can keep track of inquiries simply by adding an emoji to the Slack message, and we can respond with AI assistance directly from the system. The intuitive and excellent user experience is truly worth noting.
Toshihide Hara
/AndGo, Inc.
Meet every SLA. Keep customers happy with SparrowDesk.
Set up SparrowDesk in minutes, not months. No credit card needed, no safe call required. Just a better way to run support from day one.