SLA Policies
SLA Policies
Section titled “SLA Policies”SLA (Service Level Agreement) policies define how quickly your team must respond to tickets. DeskFork enforces SLA targets using Durable Object alarms — no polling required.
How it works
Section titled “How it works”When a ticket is created, DeskFork’s TicketDO reads the inbox SLA policy and schedules a Durable Object alarm for the deadline. When the alarm fires:
- The agent dashboard receives a real-time WebSocket push
- If auto-escalation is configured (Growth/Enterprise), the ticket is escalated to the assigned manager
The SLA clock pauses when the ticket status is pending (waiting for customer reply) and resumes when the customer replies.
Configuring SLA policies
Section titled “Configuring SLA policies”Go to Settings → SLA Policies → Add policy.
| Field | Description |
|---|---|
| Name | Internal label (e.g. “Email SLA”) |
| First response target | Time from ticket creation to first agent reply |
| Resolution target | Time from ticket creation to ticket close |
| Inboxes | Which inboxes this policy applies to |
| Priority | Policies are evaluated in priority order |
Default targets (recommended)
Section titled “Default targets (recommended)”| Channel | First response | Resolution |
|---|---|---|
| 4 hours | 24 hours | |
| Web chat | 5 minutes | 2 hours |
| Custom webhook | Configurable | Configurable |
SLA states
Section titled “SLA states”| State | Meaning |
|---|---|
on_track | Plenty of time remaining |
warning | Less than 20% of time remaining |
breached | Deadline has passed without response |
paused | Waiting for customer reply |
met | Response sent within the target |
Auto-escalation (Phase 2)
Section titled “Auto-escalation (Phase 2)”When a ticket reaches warning state, DeskFork can automatically:
- Notify the team inbox or a specific manager
- Add a priority label
- Reassign to an on-call agent
Configure auto-escalation under Settings → SLA Policies → [policy] → Escalation.