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.
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.
Meet every SLA. Keep customers happy with SparrowDesk.
