Protodesk
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Make response expectations visible.

Define response commitments and track them alongside conversations.

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SLA policies

Make a support commitment part of the workflow

  1. 1
    Set the targets

    Define first-response and resolution targets that reflect the support commitment.

  2. 2
    Use working hours

    Configure workspace business hours so the policy follows your support schedule.

  3. 3
    Review performance

    Track SLA state alongside conversations and use Insights to investigate the results.

An example workflow in Protodesk

Response targets with context

Define a policy around your support commitments, including response and resolution targets and the hours your team works. Apply the policy to matching conversations and track the resulting SLA state. Use the SLA report to review performance rather than relying on a deadline in a separate spreadsheet.

  • First-response and resolution targets
  • Business-hours configuration
  • SLA reporting in workspace Insights

Make a support commitment part of the workflow

Your team has a first-response target for incoming requests. Define that commitment in a policy and review how conversations perform against it.

  1. 1

    Set the targets

    Define first-response and resolution targets that reflect the support commitment.

  2. 2

    Use working hours

    Configure workspace business hours so the policy follows your support schedule.

  3. 3

    Review performance

    Track SLA state alongside conversations and use Insights to investigate the results.

Set expectations your team can maintain

Policies should reflect your actual support hours and commitments. Business hours are configured for the workspace; review the SLA report when you need to understand missed targets.

Keep the work connected.

Bring the next part of your support workflow into the same workspace.

Teams

Clear ownership for every handoff.

Insights

See the work behind the numbers.

Automations

Build the workflow your team actually follows.

Frequently asked questions

See all FAQs
Define a policy around your support commitments, including response and resolution targets and the hours your team works. Apply the policy to matching conversations and track the resulting SLA state. Use the SLA report to review performance rather than relying on a deadline in a separate spreadsheet.
Policies should reflect your actual support hours and commitments. Business hours are configured for the workspace; review the SLA report when you need to understand missed targets.
Every new workspace starts on a 7-day Pro trial with all Pro features enabled, including AI triage, reply drafts, auto-resolve workflows, and 300 AI credits. You do not need a credit card to start. The trial is meant to let your team connect an inbox, test real support conversations, and understand how AI customer support automation fits your workflow before paying.

Try SLA policies with your team

Start a 7-day Pro trial. Connect a channel, invite a teammate, and try it with your support workflow. No credit card required.

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