What are SLA policies in Deskhero?

SLA policies let you promise your customers a reply time and have Deskhero hold you to it. An owner or admin defines an ordered list of rules under Configurations → SLA; each rule matches tickets by group and/or priority and sets two targets: how fast the ticket must get a first reply, and how fast it must be resolved. Deskhero then shows a live countdown on every matched ticket, lets you filter and sort by SLA state, warns the right people before a deadline is missed, and reports how often you met your targets. SLA policies are included on every Deskhero plan.